English For Hotel Business PDF

ภาษาอังกฤษเพื่อธุรกิจโรงแรม
English for Hotel Business
ผ.ศ.ทัศนีย์ ธราพร
คณะศิลปศาสตร์
มหาวิทยาลัยเทคโนโลยีราชมงคลรัตนโกสินทร์
วิทยาเขตวังไกลกังวล
1
Introduction
English for Hospitality
2
Introduction
Show guests you care

 ‘Wai’ is a beautiful Thai custom. You show your care by ‘Wai’ guests.
 You show your care by using the guests’ names. If you don’t know, find them out.
 Always look for ways you can help guests or colleagues.
 Your main goal is to make guests feel happy and satisfied.
 Pay attention to detail and to what guests say.
www.zedth.exteen.com
Greeting
Good morning. (Mr./Mrs./Mr. and Mrs./Miss) How are you?
Good afternoon. (sir/ madam) How are you, today?
Good evening. (madam, sir) Welcome to…
(gentleman/ lady) Welcome back to…
(ladies and gentlemen) May I help you?
If you greet the guest first
1. Hotel Staff : (Wai) Good morning (Mr. …). How are you today?
Guest : I’m fine, thank you.
Hotel Staff : Good! / I’m glad to hear that.
2. Hotel Staff : (Wai) Good morning (Mr. …). How are you today?
Guest : I don’t feel well.
Hotel Staff : I’m sorry. Is there anything I can do for you?
Would you like to see a doctor?
I hope you’ll get better soon.
I hope you feel better soon.
3
If the guest greets you first

Guest : Good morning. How are you today?
Hotel Staff : I’m very well, thank you. How are you, sir/madam?
Offering help
Hotel Staff : May I help you, sir/madam?
How may I help you, sir/madam?
Is there anything I can do for you?
May I be of any assistance?
Please allow me.
Offering Service
Hotel Staff : May I …
May I carry the briefcase for you?
May I help you park the car?
Would you like me to …?
Would you like me to clean the room now, sir?
Would you like me to bring a new glass, madam?
If you’d like, I could …
If you’d like, I could call a taxi for you.
If you’d like, I could phone the reception desk and ask.
Making a polite request
Hotel Staff : Could you …, please?
(Could you spell your name, please?)
Would you mind …, please?
(Would you mind giving me your credit card, please?)
Asking permission
Hotel Staff : May I …?
May I come into your room?
May I help you with that?
Would it be possible to …/for me to …?
Would it be possible to have a look inside your room, sir?
Would it be possible for me to move your bag, madam?
4
Giving items to guests

Hotel Staff : Here is …, sir/madam.
Here you are, sir/madam.
This is …, sir/madam.
Showing that you understand
Hotel Staff : I see.
Certainly.
Of course.
Oh dear. (for bad news)
Oh! I’m sorry to hear that. (for bad news)
When you have difficulty understanding someone
Hotel Staff : I beg your pardon.
Could you say it again, please?
I’m sorry. I didn’t catch that/your question.
I’m sorry. Could you repeat that/ your question, please?
I’m terribly sorry .I don’t understand. I’ll call a supervisor.
Asking a guest to wait
Hotel Staff : One moment, please.
Just one moment, please.
Please excuse me a moment.
Would you excuse me for one moment, please?
Would you mind waiting a moment, please?
If you would excuse me for a moment, I’ll find out for you.
Returning to a guest who has been kept waiting
Hotel Staff : I’m sorry to keep you waiting, sir/madam.
I’m sorry to have kept you waiting, sir/madam.
Thank you for your patience, sir/madam.
Thanking
Hotel Staff : Thank you.
Thank you very much.
Thank you for your kindness.
I appreciate your kindness.
5
I’m very grateful to you.

That’s very kind of you.
Responding to thanking
Hotel Staff : My pleasure, sir/madam.
You’re welcome. /You’re most welcome.
Don’t mention it. / It was really nothing.
Responding to praise
Hotel Staff : Thank you, sir/madam. That’s very kind of you.
Thank you, sir/madam. It’s my pleasure.
Thank you, sir/madam. I’m glad you like it.
If you have done something that you didn’t mean to or you made a mistake you say…
Hotel Staff : Sorry
I’m so sorry.
I’m very sorry.
I’m terribly sorry.
I do apologize.
Please forgive me for my mistake.
It’s all my faults. I’m very sorry.
The answer to that might be…
That’s all right.
Not at all.
Never mind.
No problem.
If you have to interrupt someone for something you can say.
Hotel Staff : I’m sorry to disturb you.
I’m sorry to bother you. .
Excuse me.
May I interrupt you for a moment?
I’m afraid I’ll have to interrupt you.
The answer to that might be…
That’s all right.
Please go ahead.
6
Formal apologies
Hotel Staff : I’m so sorry.
I do apologize for ………
I do apologize for my mistake.
Please forgive me for ……..
Please forgive me for coming late.
7
Module 1: About the hotel

Unit 1: Hotel Type
Unit 2: Hotel facility
Unit 3: Hotel Personnel
Unit 4: Hotel Marketing
8
Unit 1
Hotel Type
Let’s start
Look at the pictures of hotels, which of these hotels do you like most? Why is it a hotel of your
type?
The Sheraton Midwest Soughton Hall country house Coral Resort Koh Chang
These are some useful adjectives…

large small comfortable friendly superb peaceful
luxurious spacious historical expensive cheap
Conversation
The caller phones the travel agency to get information about accommodation for their traveling to
Barbados.
Officer : Barbados Travel Agency. Susan speaking.
How may I help you?
Caller : Good morning. I’m going to Barbados in the summer on a
holiday and hoping to spend sometimes in the seaside resort.
Could you give me some information about accommodation?
Officer : My pleasure. The first thing to say is that if you want to stay in
a hotel, you’ll need to make a reservation pretty soon.
Have you got any definite date?
Caller : Well. We’re arriving in Barbados on 14th June.
We probably stay about a week.
9
Officer : I see. And do you want to stay in a hotel or a bungalow?

Caller : A Hotel. Definitely, we don’t need anything too luxurious – just a
private bathroom if possible.
Officer : How many persons in the party?
Caller : Just two.
Officer : Well. There are three hotels. The Amira is quite expensive
…around $150 a night. The two others are about the same price -
approximately $75 a night. The Riviera Lodge is very popular.
So you’ll need to make a reservation very soon.
Or there’s the Pura Sandy which is very pretty.
Caller : I see. Could you possibly send me details?
Officer : Certainly. Could you give me your name and address?
Caller : Yes. It’s Ms. Joanna Smiths. 15 Railway station Road,
London W6.
Office : OK. Ms. Smiths. Is there anything else?
Caller : No. I think that’s all – thank you very much for your help.
Officer : You’re welcome.
(Adapted from: High Season. By Harding, K and Henderson, P. 1994. p. 151)
Activity 1: Answer the questions.

1. Who answers the telephone?
2. Why does the caller call to the travel agency?
3. What are the name and address of the caller?
4. What hotels are suggested to the caller?
5. What type of hotel does the caller prefer to?
6. What kinds of information will be sent to the caller?
7. Why does the call have to make a reservation at the Riviera Lodge very soon?
8. What statements do they use to end up the conversation?
10
Language Focus
Making request by ‘can’ and ‘could’
- Can I have your name, please?
- Can I have your telephone number?
- Could I speak to Ms. Moore?
- Could you please wait for a moment?
- Could you spell your name, please?
- Could you give me your name and address?
- Could you possibly send me detail?
Activity 2: Practice using ‘Can I …?’ and ‘Could I …?’ to make a request
- Can I …?
- Could I …?
Reading
Types of accommodations for former time travelers
Airport hotel Situated near an airport. Clientele mainly consist of airline staff and
people traveling by air who only stay for one night.
Commercial hotel Normally situated in the town center. Clientele mainly consist of
traveling businessmen who stay for a couple of night only.
Country house hotel It is situated in pleasant scenery, and provides comfortable but informal
accommodation for people who want to relax in a quiet place.
Congress hotel A hotel provides facilities for large meetings and conferences, with
lecture theater and exhibition facilities. It has banquet rooms for large
and small groups.
Guest house Low-priced accommodation is usually on a small scale, for holiday
visitors or for long-stay guest.
Health spa A hotel offering medical treatment, physical exercise and other
recreational facilities.
Holiday village A number of small individual cottages of bungalows normally with
cooking facilities.
Hostel Modest, moderately priced, normally with sleeping and breakfast
facilities only.
11
Luxury hotel A hotel provides every facilities which a wealthy guest might need.
Motel With parking and other services for motorists. Normally situated on a
high way with a restaurant or cooking facilities.
Motor hotel A hotel with parking facilities and other services for motorists, normally
with a first class restaurant.
Resort hotel Normally situated at a tourist attraction e.g. by the sea of in the
mountains. Clientele mainly consist of people on holiday who stay for a
longer period than a couple of nights only.
Summer hotel In operation only during the summer months. Often used as a student
dormitory during wintertime.
(Taken from: Hotel English. By Binham, P. et all. 1982. p.3-4)
Types of accommodation for today travelers

Bed & Breakfast
 A Bed and Breakfast (B&B) is a private home in which guests can be accommodated at
night in private bedrooms (which may or may not have private bathrooms).
 The owner or manager lives in the house or on the property. The public areas of the house,
such as kitchen and lounge have either limited access for guests, or are shared with the host
family to some degree.
 The business may be run as a secondary occupation.
 Breakfast is included in the price (generally either continental or full-English). Other meals
may be available by arrangement.
Yell Youth hostel Vik Youth Hostel
Backpacker Hostel
 A hostel (or backpacker) establishment is aimed at the budget traveler and generally
attracts a younger clientele.
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 Bedrooms are in a dormitory style (shared) and bathrooms are shared, although private
bedrooms may be available.
 Light meals may be available in addition to the room rate.
Boutique Hotel
 A boutique hotel is a 5 star establishment providing all the features and facilities of a
normal hotel, in a unique and exclusive style.
 These properties are generally small, feature top class service and are marketed to the
affluent.
Guest House
 A guesthouse is generally a private home which has been converted for the dedicated and
exclusive use of guest accommodation.
 The public areas of the establishment are for the exclusive use of the guests. The owner or
manager either lives off-site, or in an entirely separate area within the property.
 A Guesthouse offers a wider range of services than a B&B, and usually caters for all meals.
Hotel
 A hotel is generally the largest of all accommodation types.

 There is typically a common reception area, and rooms generally open directly onto a
hallway.
 The on-site restaurant and other facilities are more accessible to the public than the other
accommodation types.
 A wide range of guest services is available, such as room service.
 Hotels are often members of larger hotel groups, and a similar accommodation experience
may be available in different establishments within the group.
Lodge
 Lodge is an accommodation facility which is located and designed to optimize the feeling
of being closely in touch with nature.
13
 The building style should feature natural materials and coloring such as wood, stone and
thatch.
 An outdoor experience should be offered at the lodge, such as guided walks, game drives
etc.
Private Home
 A private home not dedicated for full time occupation of guests, but is a private house or
apartment which is temporarily available for rental, often during peak tourism seasons.
Resort
 A spread out collection of single or double story accommodation units.

 Similar to a hotel in that it offers a wide range of facilities
 Units may be rented and available on time-share
 A camping area may be included in the resort
Self-Catering
 A self catering establishment may be primarily one of the other accommodation types, but
also offers dedicated self catering facilities.
 The unit should feature a fully equipped kitchen to cater for the maximum people to be
accommodated (including fridge, stove, cutlery, crockery, cooking utensils, cleaning
equipment).
 The kitchen should be for exclusive use of the guests, and not shared.
(Taken from: www.opentravel.org/.../ complextype/HotelType.htm)
Listening
Listen to three dialogues and write down the type of hotel from each dialogue.
Dialogue 1 ………………………………………
Dialogue 2 ………………………………………
Dialogue 3 ………………………………………
14
Working Out
1. Discuss the topic the former and the today types of accommodations. Which are still the same
and which are different?
2. Find the suitable accommodations for the following people.
- James, a businessman, he is on the business trip for 2 days.
- Adams family, there are five of them; parents, 10, 5, and 3 years old kids. They are on
holiday for a week.
- Just married couple, Alice and Charles, they have five days off and prefer to quiet and
natural place.
- The exchange teacher for two months, June likes to save her money and she’d like a good
place to stay. She sometimes works with a group of friends at home.
- Sylvia and Bob, a retired couple, they plan for a long vacation in nice neighborhood
accommodation.
15
References
Adamson, Donald. International Hotel English. Cambridge: Prentice Hall, 1989.

Binham, P., Lampola, R., and Murray, J.. Hotel English: Communicating with the International
Travelers. New York: Pergamon Press Ltd, 1982.
Case, D. and Snow, P. Take a Break: The English You Need for Travel. Portsmouth:
Grosvenor Press, 1978.
Eastwood, J. English for Travel. Oxford: Oxford University Press, 1980.
Hall, Eugene J. The Language of Tourism in English. New York: Regents Publishing
Company Inc., 1976.
Harding, Keith. Going International. Oxford: Oxford University Press, 1998.
Harding, Keith and Henderson, Paul. High Season: English for Hotel and Tourist Industry.
7th Ed. Oxford: Oxford University Press, 1999.
Stott, Trish and Holt, Roger. First Class: English for Tourism. 8th Ed. Oxford: Oxford
University Press, 2000.
Utawanit, Kanitta. Communicative English for Hotel Personnel. 8th Ed. Bangkok:
Thammasat University Press, 1995.
Website
Coral Resort Koh Chang from: www.thai-tour.com
Sheraton Midwest City Hotel from: www.nsaoklahoma.org
Soughton Hall Country House Hotel from: www.nwt.co.uk
Vik Youth Hostel from: www.danny.oz.au
Yell Youth Hostel from: www.yell.com
www.opentravel.org
16
Unit 2
Hotel facilities
Let’s start
Describe the facilities in hotels from the pictures.
Fitzpatrick meeting room snooker in Sharjah Grand Beida Playground
Casa-eternidad court Redmond Oregon Course Riad Noga’s Pool
All in Thailand Maui Beach Guide Venere
These are some useful words…

swimming pool tennis court golf course children play-ground restaurant
water sport spa bedroom beach sport recreation
laundry conference banquets skiing surfing
horse riding sightseeing diving outdoor and indoor sports
business center cable car games facilities for disable person
17
Conversation
Asking for hotel’s facilities
Reception : Good morning, Cabana hotel. May I help you?
Caller : Good morning. I would like to reserve a room but can you tell me a
little about the hotel?
Reception : I’d be glad to, sir. Our hotel is a resort and spa hotel right beside
the beach of Samui island. There are Thai and European restaurants,
coffee shop and bars. We have sauna, fitness, swimming pool and water
sport facility. We also have scuba diving facility for the guests as well
as the private boat for the diving trip. What else should I tell you… the
price of standard room is $ 85 per night,
a deluxe is $ 125 and a suite is $ 185.
Caller : How can I get to the hotel?
Reception : We provide the delivery from Suratthani to the hotel.
Caller : That sounds interesting. I will think about it and call you back.
Reception : Thank you for calling, sir. You can visit our website at
www.cabana.com. You can also make a reservation through it, sir.
(Adapted from: Communicative English for Hotel Personnel. By Utawanit, K. 1995. p. 4-5)

1. What facilities are offered at Cabana hotel?
2. How can guests get the hotel?
3. Can you contact the hotel via the Internet?
4. What is the Website of the hotel?
5. How much does the room cost?
Listening
Listen to the conversation and answer the questions.
1. How does the reception greet the caller?
2. What facilities are there in the hotel?
3. What is the room rate of the hotel?
4. Is the room rate in Thai baht or American Dollar?
5. Does the hotel have sport facilities?
18
Language Focus
1. Tell guests about the hotel facilities
There is a large swimming pool in our hotel.
There are many places you should visit around there.
The hotel has the splendid decoration.
We offer our guest the best sea view in this area.
We have the health spa for guests to relax and to raise up their good health.
2. Expression for enquiry
- Can you tell me a little about the hotel?
- Can I have some information about hotel’s facilities?
- May I have some information about the hotel?
- What facilities do you have in the hotel?
- Do you have a swimming pool? ( or other hotel facilities)
- Could you send me a brochure of the hotel?
3. Questions for asking about hotels’ facilities
Have you got…………………………………………..?
Do you have……………………………………………in you hotel?
Activity 2: Practice asking questions for the following facilities.
1. Swimming pool
2. Gymnasium/fitness
3. Tennis court/squash room
4. Water sports facilities
5. Games room
6. International restaurant
7. Beauty salon
8. City day tour
9. Golf course
10. Health spa
19
Reading
Sala Thai Hotel

Sala Thai hotel is an international hotel enjoying both the atmosphere of Hyde Park and
proximity to London’s shops and center of business and commerce. Khun Ying Restaurant offers
the exotic Thai cuisine with a view of Hyde Park. Texas Café is a popular western music place
with origin American food and drinks. ‘The Pizza’ Coffee Shop is an intimate restaurant in the
heart of the hotel. It serves international dishes and is open for a quick snack or full meal.
Famous London designers have redecorated all the suites and bedrooms. The hotel’s
conference and banqueting complex offer unique facilities for international conferences and
outstanding social functions.
The hotel has its own swimming pool, health spa, sauna bath, fitness room, flower shop,
medical suite, barber, hairdressing and beauty salon, men’s and women’s boutiques and theatre
agency.
For reservation, please contact Sala Thai: Park lane, London W1A 3AA. Tel. & Fax:
101-599-6363 or visit our website at www.salathaihotel. london.com
(Adapted from: International Hotel English. By Adamson, D. 1989. p. 3)
Activity 3: Answer the following questions

1. Where is the Sala Thai Hotel situated?
2. How can you contact to the hotel?
3. What is the type of Sala Thai hotel?
4. What kind of food can you find at this hotel?
5. Do you think Sala Thai Hotel is a comfortable hotel? Why?
6. What are the following words mean?
- Exotic
- Cuisine
- Commerce
- Social functions
- Boutique
20
Activity 4: From the List of hotel facilities, write the meaning in your language.
Guest room …………………… Game room ……………………………….
Recreation …………………… Lift/elevator ……………………………….
Tennis court …………………… Golf course ………………………………..
Fitness center …………………… Sauna ………………………………..
Solarium …………………… Swimming pool……………………………….
Heath spa …………………… Body massage ………………………………..
Beauty salon …………………… Boutique ………………………………..
Restaurant …………………… Bar ………………………………...
Coffee shop …………………… Cocktail lounge ………………………………..
Mini bar …………………… Barbecue …………………………………
Lobby …………………… Business center …………………………………
Telephone …………………… Parking ………………………………..
Car rental …………………… Ticketing ………………………………..
Travel agent …………………… Shopping complex………………………………
Foreign language………………… Christmas arrangement………………………….
Laundry/valet …………………… Limousine ………………………………..
Dress making …………………… Cinema ………………………………..
Currency exchange……………… Medical care ………………………………..
Facilities for disabled people ………………………………………………………..
Can you think of more facilities provided in hotels?
Reading
Room types
Single room A room occupied by one person.
Double room A room with a large bed for two persons.
Twin room A room with two single beds for two persons.
Studio room A room with one bed and a convertible sofa. It can be used as a single or
as a twin.
Connecting room or Adjoining room
Two or more rooms with private, connecting doors. You can move from
one room to another without going to the corridor.
21
Junior suite A large room with a partition separating the bedroom furnishings from
the sitting area.
Suite A sitting room connected to one or more bedrooms.
Duplex A two-storey suite connected by a stairway.
Penthouse A well-furnished and luxurious suite at the top of the building.
Parlor or lounge A sitting room not used as a bedroom, where guest may read, watch
television, etc…
Hospitality room or Function room
A room used for entertaining (parties, cocktail party etc…). It is also
used for seminar, meeting or conference.
Display room or Exhibition room
A room used for commercial presentation or showing merchandise.
Room Type
Saigon Morin Hotel Khao Lak Hotel Keihan Hotel, Kyoto

Room rate and food plans
Full American plan (AP) The rate includes three full meals and the room. Full board or
full pension.
Modified American plan (MAP) The rate includes breakfast, dinner and room.
Demi – pension The rate includes breakfast and lunch or dinner (choose only
one) and room. Half board.
European plan (EP) No meal included in the room rate. Room only.
Continental plan (CP) The rate includes breakfast and room. Bed and Breakfast.
(Taken from: Hotel English. By Binham, P. et all. 1982. p.17)
Activity 5: Writing
1. Write to give information about types of rooms and their facilities from the above pictures.
2. Write to describe the following terms.
Twin room MAP Suite AP Connecting room EP
22
Activity 6: From the given hotel brochure, list the facilities it offers.
Tree Tops Resort
Authentic Thai houses among the abundant tropical forest surrounded by
Magnificent green hills in the refreshing embrace of the Petchaburi River. This is a perfect place
for a memorable vacation.
We have arranged for your happiness and convenience: authentic Thai restaurant,
karaoke lounge, swimming pool, terrace coffee, rafting, kayaking, and the adventure tours to
attractive place such as Cha Am beach, Kaeng Krachan national park, Pha Noen Thung Mountain
and so on…. To fulfill the moment of your family with each of their memorable sceneries timely.
The resort also provides seminar facility with function rooms which meet the individual
requirement of your business…
Working Out
Get the brochure of the hotels in your neighborhood, have a look of their facilities
and type of room. Focus on the words they use to describe facilities. Tell your friend
about what you have found.
23
References
อนุพันธ์ กิจพันธ์พานิช. ภาษาอังกฤษในงานโรงแรม Hotel English for Thais. พิมพ์ครั้งที่ ๒.
กรุงเทพมหานคร: ฮิวแมนเฮอริเทจ, 2003.
Binham, P. et all. Hotel English: Communicating with the International Traveller.
New York: Pergamon Press Ltd, 1982.
Jacob, Miriam and Strutt, Peter. English for International Tourism: Course Book.
Hong Kong: Longman, 1997.
Keane, Leila. International Restaurant: English Communicating with the international
traveler. London: Prentice Hall International (UK) Ltd., 1990.
Kurse, Benedict and Kurse, Bettijune. English for the Travel Industry. New York:
McGrawHill, 1982.
Website
Beida Playground from: www.ecw.com
Casa-eternidad-tennis-court from: www.luxuriousdestinations.com
Fitz Patrick Hotel from: www.goireland.com
http://En.venere.com
Keihan Hotel, Kyoto from: www.hotelkeihan-kyoto.com
Khao Lak Hotel from: www.excelloz.com
Sharjah Grand Hotel from: www.sharjahgrand.com
Redmond Oregon Golf Course from: www.thrgreensatredmond.com
Riad Naga’s Swimming Pool from: www.freedigitalphoto.com
Saigon Morin Hotel from: www.asiatraveltips.com
www.allintravelthailand.com
www.mauibeachguide.com
24
Unit 3
Hotel Personnel
Let’s start
What are positions of hotel personnel in the following pictures?
www.hotelshool.com http://ncb.intnet.com www.bangkok-hotelpro.com
www.kegx.com www.virginmedia.com http://tradeget.com
The following chart contains some useful words:

Common Hotel Organization Chart
General Manager
Secretary Maintenance
Resident Manager Restaurant Manager Kitchen Chief Head Cashier Housekeeper

Front office Waiter Head chef Accountant Maid
Reservation Waitress European Kitchen Cashier Cleaner
Operator Restaurant Asian Kitchen Laundry
Reception Bar Bakery Florist
Recreation Coffee shop Stores Decoration
At your service Alcohol store
25
Reading
Hotel Staff
Front office manager is in charge of the reception area.
Reception clerk takes care of registration. Receive room reservations and keep up to
date.
Receptionist gives information to the guests about various hotel services.
AYS/ Concierge arranges ticket for sight seeing, cinema and other events. Assists with
table reservation and other hotel services.
Front office cashier is responsible for the accounts and billing. Sometimes also exchanges
foreign currency.
Night clerk takes care of the reception area during the night shift.
Bellboy Shows customers to their rooms, delivers messages and mail and carries
luggage.
Porter carries customers’ luggage.
Doorman receives guests, open the door, order the taxi, park the guest’s car etc…
Cloakroom attendant takes care of customers’ coats, hats, etc…
Telephone operator connects the outgoing and incoming calls.
Takes messages for guest.
Liftboy is responsible for elevators/lifts.
Chef is responsible in the kitchen.
Housekeeper is in charge of linen, decoration, florist and general cleanliness of the
hotel.
Floor attendant is responsible for the cleanliness and often also room service of a special
floor.
Chambermaid/Room maid
cleans the guest room.
Storekeeper is in charge of the store.
Maintenance/Engineer takes care of the technical and electrical equipment in a hotel
*The above positions may vary in different hotels.
There are beauty counselor, sauna attendant, fitness attendant, therapist, medical doctor, physical
therapist, masseur (male), masseuse (female), clubhouse staff, recreation staff, and so on.
26
Language Focus
1. Standard phrase to learn
…is in charge of... …is responsible for…
…takes care of … …cleans …
Expression : What is the receptionist in charge of?
Response : She looks after the guest registration.
Expression : What are bartenders responsible for?
Response : They work under the restaurant manager.
They are responsible for selling beverages to the customers.
(Adapted from: International Hotel English. By Adamson, D. 1989. p.11-12)
2. Greeting and introducing yourself
Good morning Mr. / Mrs./Miss/
Good afternoon (address guest by their family name)
Good evening sir/ madam/gentleman/lady/ ladies and gentlemen
Sawasdee Ka/Krab Welcome to the land of Purimantra.
How may I help you?
May I help you?
- My name is Suwannee. I’m a receptionist. Is there anything I can do for you?
- I’m Suwannee. I’m in charge of reservation staff. How may I help you?
3. Introducing other people
Formal -May I introduce Mr. John -Mr. Gardner, this is Mr.
Gardner. He is our manager Charlie Brown, our resident
from California. manager in Bangkok.
-I would like you to meet Mr.
John Gardner.
Informal John, This is Charlie. Charlie, this is John.
Activity 1: Make sentences to explain duties of the following position and practice speaking
with your friends.
Chef Bellboy Telephone operator Resident manager
Room-maid waiter bartender gardener
Engineer cashier doorman sport staff
27
Conversation
Situation 1
Staff : Good morning, Mr. John. How are you today?
Guest : I’m fine, thanks. And you?
Staff : I’m fine, sir. Thank you.
Situation 2
Staff : Good morning, Mr. Adam. How are you today?
Guest : I’m not feeling very well today?
Staff : Oh! I’m sorry. Is there anything I can do for you?
Would you like to see a doctor?
Situation 3
Staff : Good morning, Mr. Adam. Are you feeling better, sir?
Guest : Yes, thank you.
Staff : Please tell me if there is anything I can do for you.
(Please tell me if I can be of any assistance?)
Situation 4
David : Good morning, Sue.
Sue : Good morning, boss. How are you?
David : Very well, thank you. May I introduce Mr. Mark Spencer? He is
a resident manager from the Cabana, Samui. Mark, this is Miss Sue
Diamond. She is our Front office manager.
Mark : How do you do?
Sue : How do you do, Mr. Spencer. It’s nice to meet you.
Mark : Nice to meet you, too. Please call me Mark.
Situation 5
Nick : Hi! Somchai. How are things?
Somchai : Just fine. Where have you been Nick?
Nick : I went to study Japanese Cuisine in Tokyo last year. Oh! This is my
Japanese friend, Tsuya, this is my friend, Somchai. He is a chef.
Somchai : Nice to meet you, Tsuya.
Tsuya : Nice to meet you, too. Somchai.
Somchai : Are you on vacation?
28
Tsuya : Yes. I like it here very much the hotel is so comfortable.

Somchai : Please come to visit our restaurant. It’s the best place in the town.
Tsuya : Thank you. I will.
Activity 2:
1. . Introduce yourself and your position.
2. Write dialogues to introduce people and role-play them.
Listening
Listen to the conversation and fill in words to complete the dialogue.
Suzie : Good afternoon Mr. Jones.
Mr. Jones : Good afternoon Suzie. …………1……………?
Suzie : I’m very well, thank you. How are you?
Mr. Jones : I’m doing terrific. Suzie- ……………2………………? I haven’t
seen you for a while.
Suzie : I have been away on a holiday with my family for one week to
Koh Samui.
Mr. Jones : …………………3……………………., Suzie?
Suzie : Yes, I had a great time. Thank you. It was so relaxing.
Mr. Jones : I must go now as I have an appointment.
………………4………………, Suzie.
Suzie : It’s was nice to see you again, too. Goodbye.
29
Working Out
www.eposhispania.com
What is the preferable personality and skill of the hotel personnel in these jobs?
1. Receptionist
2. Cashier
3. Waiter
4. Chef
5. Housekeeper
6. Hotel manager
7. Bellboy
8. AYS staff
9. Bartender
10. Operator
30
References

Company Inc., 1976.
Revel, Rod, and Stott, Chris. Five Star English. Oxford: Oxford University Press, 1982.
Richards, Jack C. et all. New Person to Person: Book 1. Oxford: Oxford University Press,
1995.
Richards, Jack C and Long, M. N. Breakthrough 1. Oxford: Oxford University Press, 1984.
Website
http://ncb.intnet.com
http://tradeget.com
www.bangkok-hotelpro.com
www.eposhispania.com
www.hotelshool.com
www.kegx.com
www.virginmedia.com
31
Unit 4
Hotel Marketing
Let’s start
Read the following information, then underline the facilities offered by each hotel.
What are the sales points of each hotel?
A.
Hotel Sandy Beach
The lively self-contained hotel development stands right beside a long sandy beach just
a few minute walk from Hua Hin center. Brightly furnished in a traditional Thai style,
its comfortable rooms are located both in the main hotel and in adjoining bungalows.
Staff are friendly and helpful and top family attractions include its well run children’s
amenities and marvelous entertainment programs. Local sports and shopping areas are
also very good and you will find plenty of nearby bars and entertainment complex.
We offer…
Large pool, poolside bar, main bar, lounges with television, three restaurants including
buffet-style with an ocean view, traditional tavern, tennis, golf, water sport, game
room, business center with internet facility, entertainment program, Disco, Karaoke,
spa and traditional massage.
Thanya Beach The Belamar Golf Course Surfing-Indonesia

Koh Lanta, Krabi
32
B.
Beach Front Hotel
The hotel is large and comfortable, especially popular with families. Situated right
above a superb and sandy beach, it offers you wonderful relax with your family.
Friendly and informal, with a reputation for typical Thai hospitality and good food, it
has organized fun and game for children in the club while parents will enjoy the chance
to unwind and soak up the sun.
Our facilities…
Pool, sun terrace, garden, bar, lounge, Thai restaurant, European restaurant, tennis,
table tennis, horse-riding, game room, children playground, beach soccer and
volleyball, barbecue, disco, karaoke, souvenir shops.
Beida Playground Tennis court in Utah College
Conversation
Give information about the hotel for the marketing purpose.
Situation 1
Guest : Can you give me some information about the hotel?
Sales : Yes, of course. The hotel’s in the center of the city. There
are three restaurants, two bars and a coffee shop.
The cost is $40 for a single room, $60 for a double room per
night. We’ve spa and big swimming pool. The hotel is on the
beach.
Guest : Are there any sport facilities?
Sales : Yes, there are tennis court and fitness center.
Situation 2
Sales : Our hotel is very modern.
Guest : Have you got a conference room?
33
Sales : Yes, of course. We have a large, medium and small room

for meeting, seminar and conference fully equipped with
conference facilities.
Guest : How about three-room suite, have you got some?
Sales : I’m sorry, we haven’t got any. But we have got a pent-
house which is on the top floor of the hotel. It is very
luxurious and modern.
Situation 3
Client : I would like to have some information about the hotel.
What about the location?
Sales : Our hotel is right on the beach, so we have a private sand
beach. There are two wings, garden view and ocean view. We
also have a little cabin by the sea that is fantastic atmosphere.
It is only ten minutes by bus from the downtown. We provide
luxurious facilities for our guests.
Client : We have five persons in our family. How would you
suggest the accommodation?
Sales : I would recommend you a suite at the ocean wing. There
are two bedrooms and a sitting space which is comfortable for
the children to do their activities. We also have a playground
with an attendant to look after young children while their
parents are relaxing beside the pool. The tennis court and
sport club are also very interesting for young people.
Client : That sounds interesting.
(Adapted from: First Class: English for tourism. By Stott, T. and Holt, R. 2000 p.98-
99)
Activity 1
What kind of information should sale staff provides for guests? List types of
information.
34
Listening
Listen to the conversation and answer the following questions.
1. What type of hotel does the caller prefer to?
2. What is the special package for now?
3. How much is the special package?
4. Does the special package include meals?
5. How much is the children under 12?
6. Does the caller make a reservation?
Language Focus
1. Suggestion and Recommendation

May I suggest …………….? Could I recommend …………………?
Would I suggest …………..? Would I recommend ………………….?
I would suggest…………….. I would recommend……………………
Example…
May I suggest a little cabin by the sea? It is fantastic atmosphere.
Could I recommend you our Thai Restaurant? It is a perfect place for
dinner.
Would I suggest seafood salad? It is our well-known dish.
Would I recommend a connecting room? It is more economical and more
comfortable for a family of five.
I would suggest a dinner at Grill Restaurant. I can book a table for you if
you like.
I would recommend a taxi. It is faster to arrive floating market early in the
morning.
2. Have and Have got
We often use have/has got rather than have/has alone.
We have got a big swimming pool beside the beach.
The manager’s (has) got a message for you.
In questions and negative sentence
Have you got a credit card? No, I haven’t got any credit card.
35
Has she got her breakfast voucher? Yes, she has.

Do you have a confirmation letter? No, I don’t have a confirmation.
Has he got a voucher? No, he hasn’t got a voucher.
Does he have a voucher? No, he doesn’t have a voucher.
* Normally we don’t use have/has got for past tense.
Did you have your wallet yesterday?
I couldn’t call you. I didn’t have your friend’s number.
He did not know the time. He didn’t have a watch.
…Have for actions…
Have breakfast/lunch/dinner/a meal/a drink/ a cup of coffee/ a cigarette etc…
Have a swim/ a walk/ a rest/ a holiday/ a party/a good time etc…
Have a bath/a shower/ a wash
Have a look (at something)
Have a baby (give birth to baby)
Have a chat (with someone)
(Adapted from: International Hotel English. By Adamson, D. 1989. p. 7)
Activity 2: Write a passage to describing hotels’ services. Express the description of hotel’s
facilities to your customer.
Conference room Layana Resort, Krabi www.civilization.ca

www.ffpam.org.my
Conversation
Conference and Banquet
Situation 1
Operator : Sandy Beach Hotel. June speaking. How may I help you?
Caller : Good morning. I would like to speak with someone in
connection with conference facilities.
36
Operator : Certainly. I will connect you to Mr. David our marketing

manager. Just a moment, please. ……………………
David : David Bolton speaking. How may I help you?
Caller : Yes, Good morning. I am Mike Gate from Grapevine Company.
I am calling to get some information about conference facilities.
David : Well, first of all, could you please tell me a little bit about what
you are looking for?
Caller : Yes, we would like to arrange a conference for our clients. It is
an annual sales conference. We would like a conference room and
accommodation for 100 people. The conference room might need a
space for a products’ demonstration and an exhibition. We also need an
audio-visual of modern technology. So we can use the computer
presentation.
David : We have got all of things you need here, the conference room
for 100 participants, full option of technology for presentation. We can
manage the space for your activities. And we have accommodation
which can serve up to 600 people. I just need to know the period of time
of your conference as we are fully book until September.
Caller : The conference is going to be held in December 12th to 14th .
David : I have to check as December is the busiest month of the year.
But it is still possible since you have called early. I don’t want to waste
your time waiting. Could I send you the detail directly to your office?
Caller : Very good. What I would like to know is the location of the
hotel, the room rate for group of 100 people, the cost of meals, and the
cost of banquet service. I also like to know about the tourist attraction
and sport activities around there. By the way, would you please send the
details first thing in the morning? I need it as soon as possible. So we
can discuss in the administration meeting this week.
David : Of course, sir. And thank you for calling us.
Caller : Good bye.
Situation 2
Operator : Savanna Hotel, Good morning. May I help you?
Caller : Yes, I would like to have some information about facilities.
37
Operator : Just a moment, please. I will put you through to Marketing.

Peter : Good morning. Marketing. Peter speaking.
Caller : My name is Simon Young from the Center hospital. We are
going to hold an international conference for surgery doctor from
Southeast Asia. There are around 300 participants from many countries.
I wonder if you could provide the conference room and facilities for the
conference.
Peter : When is the conference, sir?
Caller : The exact dates are June 5 to 10.
Peter : Would you like an accommodation as well?
Caller : Yes, we would like to know the room rate include breakfast and the cost
of lunch and dinner per person either.
Peter : Would it be more comfortable for you if I send you all the necessary
details? I will have it sent to you as soon as possible so you can have a
look and make a decision.
Caller : One more thing, do you have a special rate for customers come in group
since we are a big group of 300 people and the date of conference is off-
season period.
Peter : Certainly, sir. We offer a special rate that you will prefer to. If you don’t
mind, may I have your name and your contact address?
Caller : My e-mail address is javasan@hotmail.com and my mobile number is
6198751200.
Peter : Thank you for calling, sir. Goodbye.
(Adapted from: High Season: English for Hotel and Tourist Industry. By Harding, K. and
Henderson, P. 1999. p. 155)
Activity 3:
From the two conversations, what factors do they use for selling hotel service? List down the
factors you could observe from the conversations.
38
Reading
Hotel Advertisement
Hua Hin Beach Hua Hin Rail Station

www.virgin-vacation.com www.gotoasia.no
Summer skies are here again, and there’s no better place to enjoy them than Hua Hin,
Thailand’s original resort.
Come and relax, unwind and enjoy a few days at Klai Kangwon Resort Hua Hin, for
unbeatable Summer Skies offer.
At 9,999 Baht, Summer Skies package includes:-
 Two nights accommodation for two persons.
 Daily buffet breakfasts.
 A gift voucher for 1,000 baht for use at shops and outlet in the hotel.
 Government tax and service charge
Bonus
o Arrive Sunday – Thursday and receive 1,500 baht discount.
o Arrive Friday or Saturday and receive Free Saturday BBQ dinner.
o One children under 12 sharing room with parents absolutely free
including breakfast and BBQ dinner (where applicable)
(Adapted from: Promotion Package brochure of Hilton Hua Hin Resort and Spa. 2002)
Activity 4: Use the above information.

1. List the offers which this hotel provides to persuade guests to use its service.
2. Write the hotel advertisement to offer special package to guests as the above example of hotel
advertisement.
Working out
Look for more hotel advertisements and discuss about the offers with your friends.
39
References

Manne, Saxon. Travel and Tourism. Hong Kong: Thomas Nelson Ltd., 1982.
Naterop, B. Jean and Revell, Rod. Telephoning in English. Second Ed. United Kingdom:
Cambridge University Press, 1997.
Revell, Rod and Stott, Trish. Highly Recommended: English for the Hotel and Catering
Industry. Oxford: Oxford University, 1994.
Rimkeeratikul, Sucharat. English for Work. Bangkok: Thammasat University Press,
1966.
Website
Beida Playground from: http://ecw.com
Tennis court in Utah College from: www.utah.edu.jm
Conference room from: www.ffpam.org.my
Layana Resort, Krabi from: www.krabi.info
Thanya Beach Koh Lanta, Krabi from: www.krabi.info
The Belamar Golf Course from: www.thebelamar.com
Surfing-Indonesia from: www.extreamsportcafe.com
www.civilization.ca
www.gotoasia.no
www.virgin-vacation.com
40
Module 2: English for Front Office

Unit 5: Telephone Operator
Unit 6: Reservation Office
Unit 7: Receptionist
Unit 8: Cashier
41
Unit 5
Telephone Operator
Let’s start
Think of the knowledge and skills the telephone operator should have. What makes person be a
better telephone operator? Discuss with your friends.
www.blakeinvestigations.com www.geocities.com www.mbhospitality.org
Conversation
Telephone in hotels
Situation 1
Operator : Good morning Rainbow hotel. May I help you?
Caller : Good morning. Can I speak to Mr. Tommy Lee Jones, Please?
Operator : I’m sorry. What was the name, please?
Caller : Mr. Tommy Lee Jones.
Operator : Right……that’s room 707………Just hold the line, please.
It’s ringing for you now.
Situation 2
Operator : Good evening. Rainbow Hotel. Can I help you?
Caller : Yes, could you put me through to Mr.Jengin Room 113, please?
Operator : Hold the line, please…..Still trying to connect you.
Operator : It’s ringing for you now.
Operator : I’m sorry. I’m not getting any reply. Can I take a message?
Caller : Yes, Could you tell him that Miss Bennet called.
He has got my number. But I will call again in an hour.
Operator : Thank you Miss Bennet. I will give Mr. Jengin a message.
42
Situation 3
Operator : Good morning. Rainbow Hotel. May I help you?
Caller : Hello. Could I speak to Miss Sarah, Room 202?
Operator : Hold the line, please.
Operator : I’m sorry, but the line is engaged. Would you like to hold on?
Caller : No, I don’t think so. Perhaps you could tell her to call me.
I’m her sister and I’m at 541-5507.
Operator : 5-4-1-5-5-0-7. I’ll give her the message as soon as possible.
Activity 1: What would you say when…

1. You answer the phone come in.
2. You don’t hear the voice properly.
3. You have called the guest’s room but no answer.
4. You try to call the guest room but he is using the phone.
5. A caller wants to reserve a room. The operator tells the caller.
6. The guest wants to make a long – distance call. The operator asks.
7. The guest wants morning call. The operator asks.
8. The operator asks the caller to wait.
9. The operator asks whether the caller wants to leave a message.
10. The operator asks whether the caller wants to wait when the telephone line is engaged.
Language Focus
1. When you have difficulty to understand.
- I beg your pardon.
- I’m sorry I didn’t catch your words. I can’t hear you.
- I’m sorry. Would you please repeat that?
- I’m terribly sorry but I can’t hear you. Please try again.
2. When you ask the caller to wait.
- One moment, please.
- Just one moment, please.
- Would you mind waiting a moment?
- One moment, please. I’m putting you through.
43
- The phone is ringing for you.

- I am trying to connect the line.
- May I put you on the hold?
- Would you like to wait?
3. Returning to caller who you ask to wait.
- I’m very sorry to keep you waiting but… There is no answer.
I think nobody in the room.
The line is still engaged.
He/she is on another line.
He is not in.
4. Ask whether the caller wants to leave messages.
- Can I take the message?
- Would you like to leave the message?
- Would you like to call back later?
- Would you like him/her to call you back?
- May I have your name and your phone number?
5. Telephone message.
For Example: Message from caller:
- John leaving a message for Mary: Could you tell her I’ll be waiting in front of Silom complex at
7.00 p.m.
Message written down:
- John will be waiting for you in front of Silom Complex at 7.00 p.m.
(Adapted from: Telephoning in English 2nd Ed. By Naterop, J. and Revell, R. 1997. p.40-41)
Activity 2: Practice to writing message from the telephone conversation

1. Silom smile leaving message for Richard Gere: Please tell him his reservations is confirmed.
………………………………………………………………………………………
2. Dada travel leaving message for Antony Hobgins.
Just tell him the driver will pick him up at 6.30 tomorrow morning.
……………………………………………………………………………………..
3. Maria Clien leaving a message for Mariah Carey: Tell her I’ll contact her again when she come
back from Milan.
………………………………………………………………………………………
44
4. Hanson’s Manager leaving message for Jaya Bees: Could you tell her she won a concert ticket
of Hanson and please call back at 2822072 as soon as possible.
……………………………………………………………………………………….
5. The American Embassy leaving message for Ronny May: He should bring three passports
photos to us by Monday in order to get his new passport issued,
………………………………………………………………………………………
Form of telephone message
Message Note
Message for: ………………………… Room No: ……………………………

Date: ………………………………… Time: ……………………………….
From: ……………………………….. Tel. No………………………………..
Please call at the number above will call back at (time) ………………….
Message…………………………………………………………………………….
……………………………………………………………………………………...
Taken by…………………………… time………………………….
Conversation
Operator : Sawasdee Ka, San Sabai Resort. May I help you?
Caller : Yes, I’d like to speak to Mr. Samuel.
Operator : Is he a guest at the hotel?
Caller : I’m not sure. Could you check, please? His last name is Magill.
Operator : And could you spell that, please?
Caller : M-A-G-I- double L
Operator : M-A-G-I- double L Certainly, madam. I’ll check the record.
One moment, please……….
I’m sorry. Mr. Samuel has a reservation for today but he has not arrived
yet. Would you like to leave a message?
Caller : Yes.
Operator : May I have your name, please?
45
Caller : My name is Pate. P-A-T-E

Operator : And your message is…..
Caller : Please tell him that I’ll meet him at the coffee shop at 8 p.m.
Operator : Yes, Ms. Pate will meet Mr. Magill at the coffee shop at 8 p.m.
Caller : That’s correct.
Operator : I’ll make sure that Mr. Magill gets your message as soon as he
arrives. Is there anything else I can do for you, madam?
Caller : No, thank you very much.
Operator : You’re welcome. Good bye, madam.
Then operator records the message into the voice-recording machine in Mr. Magill’s room.
… Good afternoon, Mr. Magill. Ms. Pate has left a message for you. She said she will meet you at
the coffee shop at 8 p.m. tonight. Thank you for staying with us….
(Adapted from: Hotel English. By Binham, P. et all. 1982. p. 47)
Activity 3:
What kinds of information the telephone does operator need when the caller wants to leave
a message? How can she ask for messages?
Listening
Listen and complete the conversations.
Dialogue 1
Operator : Operator. ……………1………………….?
Caller : You certainly can. Can you give me a wake up call?
Operator : With pleasure. ……………2……………..?
Caller : O.K. Please wake us up at 6.30 tomorrow morning.
Operator : Yes, Madam. And ……………3……………….?
Caller : 419
Operator : Certainly, madam. ……………4………………...
Dialogue 2
Operator : Paul speaking. May I help you?
Caller : Yes, I’d like to make a …………1……………… to Sydney please.
46
Operator : What is the number, Madam?

Caller : It’s ……………………2…………………….
Operator : Just a moment, Madam.
Caller : ……………………3…………….. what time it is in Sydney now?
Operator : It’s around …………4……….. a.m., madam.
Activity 4: What do these words mean?

A local call
A long distance call
An oversea call
A reverse charge call (AE a collect call)
An area code
Telephone directory
Message
Engaged
Working out
- Make a conversation with your friend for various situations when you call a hotel.
- Find more information of important countries’ codes.
- Remember the alphabet used in international telephone operation.
47
References
อนุพันธ์ กิจพันธ์พานิช. ภาษาอังกฤษในงานโรงแรม(Hotel English for Thais) พิมพ์ครั้งที่ 2.

กรุงเทพมหานคร: ฮิวแมนเฮริเทจ, 2546.
Naterop, B J and Revell, R. Telephoning in English. 2nd Ed. Cambridge: Cambridge University
Press, 1997.
Wrigley, Heide S. May I help you?. Massachusette: Addison-Wisley Publishing Co., 1987.
Website
www.blakeinvestigations.com
www.geocities.com
www.mbhospitality.org
48
Unit 6
Reservation Office
Let’s start
1. What information do you have to give when guests ask for information in order
to make a reservation?
2. What information do you need from the guest when they make a reservation?
List that information and compare with your friends.
www.ctsc.co.uk
Conversation
Hotel Enquiry
Situation 1
Reservation : Chom Talay Hotel. Can I help you?
Caller : Yes. I am interested in getting some information about
accommodation for some friends coming from Australia.
Reservation : What kind of information would you like?
Caller : Well. I was wondering whether it would be cheaper for a family of
five to get two double rooms and one single room or to get a suite?
Reservation : I would think that the suite might be more economical and more
comfortable for the five of them.
Caller : Have you got a three – room suite?
Reservation : I’m sorry. We haven’t got any three-room suite but we have got
a penthouse which is very luxurious. And a two- room suite…
Caller : How much would two – room suite cost?
Reservation : For one night, the cost would be 4,500 baht included breakfast.
Caller : By the way, have you got a play ground for children in your
49
hotel compound?
Reservation : There’s no problem about that. Our hotel is very modern and
we’re fully equipped with recreational facilities.
Caller : I will talk to my friend and let you know?
Office : Fine, madam. We hope to hear from you soon.
Caller : Thank you. Goodbye.
Officer : Good bye.
(Adapted from: Communicative English for Hotel Personnel 8th Ed. By Utawanit, K. 1995. p.4-5)

1. Why does the caller call the hotel?
2. What information would the caller like to know?
3. Which way of reservation is cheaper for the caller?
4. How many people are there in the caller’s group?
5. Does the caller make a reservation?
Listening
1. Who call the hotel to make a reservation?
2. How long will the staying be for?
3. What type of room is reserved in this reservation?
4. Who is the reservation made for?
5. Do the customers pay the bill by themselves? Who pay for it?
6. What is the address of person who is going to pay for this reservation?
7. What will the caller do to confirm the reservation?
8. What is the number of the reservation?
Language Focus
1. Questions for asking prices.
How much does …………………. cost?
How much would …………………...be?
What is the price of…………………………………..?
50
What about tax and service?

How much do you charge per night?
Do we have to pay the full price for children?
What is the rate for a double room?
2. Pattern for reservation office’s response
2.1 Greeting and offering help.
- May I help you?
- How may I help you?
- Can I help you?
- Can I be of any assistance?
- How may I be of service?
2.2 Giving information about the rates.
- A double room is 2,500 baht per night.
- For one night. The cost would be 2,500 baht.
- It costs 2,500 baht.
- The price includes breakfast.
- The price doesn’t include breakfast.
- It includes tax and services.
- It doesn’t include tax and service.
- There is no charge for children under 14 sharing a room with parents.
2.3 Giving information about the hotel.
- Our hotel is very modern on the Hua Hin beach.
- Our hotel is near the shopping center.
- We have got a big swimming pool.
- I’m sorry we don’t have a golf course.
2.4 Suggestion/advice
- I would think the suite is more economical and comfortable.
- I think you should get a suite.
- I suggest that you (should) get a suite.
- I recommend that you get two adjoining rooms.
- How about two connecting double room?
- Why don’t you get a suite?
51
Conversation
Hotels’ reservation
Situation 1
Operator : The Palace hotel. How may I help you?
Caller : Yes. I’d like to make a reservation, please?
Operator : I’ll put you through to reservation. Hold the line, please.
Reservation : Reservation, Ian speaking. May I help you?
Caller : Yes. I’d like to make a reservation
Reservation : Certainly, and can I have your name, please?
Caller : My name is Lewis. James Lewis.
Reservation : Right Mr. Lewis. What kind of room would you like?
Caller : I’d like to reserve a double room.
Reservation : When would you like to stay, sir?
Caller : From the 27th of April for four nights.
Reservation : Fine, sir 27th April and for four nights, double room. I’ll check
Availability………..Yes, we can reserve it for you. Is this a
company or individual booking?
Caller : Oh, it’s individual.
Reservation : Have you ever stayed with us before?
Caller : No. I haven’t.
Reservation : Would you like one of our Executive rooms, Mr. Lewis, on the
top floor so you can see the view of the sea?
Caller : No, thank you. I don’t like using the lift and also I’ve got a bad
leg. So I was hoping I could have a room near the ground floor.
Reservation : That’s alright. I’ll make a note of that and I will allocate a room
on the first floor for you.
Caller : Thank you.
Reservation : Will you be paying by credit card?
Caller : Yes, the Visa card.
Reservation : And what’s the number, please?
Caller : Just a minute………It’s 956-0811-7673.
Reservation : So that’s 956-0811-7673. And your address?
52
Caller : 37 Wireless Road, London WA9

Reservation : That’s fine. I’ve reserved a room for you. Your reservation
number is PC 3420. We look forward to seeing you soon.
Caller : Thank you. Good bye.
Reservation : Good bye.
Activity 2: Answer the following questions.

1. What information does the reservation need from the caller?
2. How does the reservation staff ask for those information?
3. How can you ask the caller to repeat the information again?
4. How can you repeat the information yourself?
Language Focus
1. Expression for room reservation
Customer
I’d like to book a single room.
I’d like to book a conference room.
How much do you charge per night?
Can I reserve for a double room from 12th to 15th of December?
Do you have adjoining room?
Reservation
What kind of room would you like?
What will be you period of stay?
What will be the starting and ending dates of your stay?
How long do you plan to stay?
For how many nights do you plan to stay, sir/madam?
May I please have your name?
Would you please spell the name?
Are you traveling with the company or is this a personal trip?
Who is the reservation for?
May I have a name of the company?
53
Could you give me your address?

Are you coming by plane?
When does the flight arrive, sir/madam?
When will you be arriving, sir/madam?
Can you give me your flight number in case the plane is late?
Would you like the hotel limousine to pick you up at the airport?
We can pick you up at the train station, if you like.
We have a limousine service, if you prefer to?
2. A sentence which can be spoken in the ‘direct’ or ‘indirect’ voice.

Direct We do not have any more suite room, sir.
Indirect There is no more suite room available, sir.
 in the direct sentence, we do not have…, makes the hotel look bad. The indirect sentence
says the same thing in a better way.
Direct We cannot give you a discount for the spa service with your voucher,
madam.
Indirect Your voucher does not include a discount on spa service, madam.
 Never say ‘we cannot…’ to the guest. The guest will remember that the hotel cannot do
something. The indirect makes the guest remember that her voucher did not include
something.
Direct We do not accept personal checks without a major credit card, sir.
Indirect Personal checks are accepted only with a major credit card, sir.
 ‘We do not accept…’ makes the hotel look cold or unfriendly. The indirect sentence says
the same thing and is more positive.
(Adapted from: International Hotel English. By Adamson, D. 1989.)
Activity 3: Practice changing the following direct to indirect.

1. We do not have Internet service.
2. We do not accept Indian Rupees.
3. We do not have any more room.
4. We do not have a spa service.
5. You must pay cash for a long distance call.
54
6. We do not serve breakfast until 7.00 o’clock.

7. You cannot get NHK.
8. We do not have any message for you.
9. The phone does not work.
10. I cannot buy an airplane ticket for you.
Working out
Work with your friends to practice conversations to reserve a hotel room. Suppose you
have a five-day off holiday and you would like to have a peaceful rest at seaside hotel &
resort. Then role-play in the class.
55
References

Naterop, B J and Revell, R. Telephoning in English. 2nd Ed. Cambridge: Cambridge
Revel, Rod and Stott, Chris. Five Star English. Oxford: Oxford University Press, 1982.
Stott, Trish and Buckingham, A. At Your Service. Oxford: Oxford University Press, 1995.
Wrigley, Heide S. May I help you?. Massachusette: Addison-Wisley Publishing Co., 1987.
Website
www.ctsc.co.uk
56
Unit 7
Receptionist
Let’s start
1. What kind of service do guests prefer to when they first arrive to the hotel?
2. How can you make the first impression? List of actions you should do.
www.virginmedia.com
Conversation
Welcoming to the hotel
Situation 1
Receptionist : Welcome to Deep Sea Hotel, May I help you?
Guest : Hello, I would like a room for tonight.
Receptionist : Excuse me, do you have a reservation?
Guest : No, I don’t.
Receptionist : Just one night?
Guest : Of course. And for one person.
Receptionist : What kind of room would you like? We have executive, standard,
twin, and double - bed rooms.
Guest : How much do they charge?
Receptionist : $ 120 for executive and $80 for a standard one.
Guest : Well, I’d like a standard twin bedroom, please.
Receptionist : That’s fine. How will you settle your account?
Guest : By the credit card. Do you accept Diner?
Receptionist : Yes, Madam. Can I have your card for a moment?
Guest : Here you are.
Receptionist : Thank you. And would you please make a registration?
57

1. What do you call this type of guest without reservation?
2. Is the room available for the guest?
3. What type of room does the guest choose?
4. How much is the room rate?
5. How does the guest pay for the room?
Conversation
Checking in and registration at hotels.
Situation 1
Receptionist : Good evening. Welcome to Sabai hotel. May I help you?
Guest : Yes, I would like a room for tonight. Is it possible since
I haven’t had a reservation.
Receptionist : How long will you be staying?
Guest : For two nights.
Receptionist : And for one person?
Guest : One person, please.
Receptionist : Yes. We have a single room left. It is at the sea wings so the cost is
2400 baht per night include breakfast.
Guest : That’s fine.
Receptionist : Could I have your name, please?
Guest : Robert De Nero.
Receptionist : And may I take your home address, please?
Guest : It’ 4717, Forest Street, California. The zip code is 71172.
Receptionist : Could you tell me where you have just come from and
where you are planning to go next? And also you date of arrival and the
date of departure.
Guest : I have just arrived from California today, and I will leave
for Singapore in next two days.
Receptionist : Would you put your signature here, please?……..
58
Thank you. Since you’re not a Thai citizen, I’ll require your
passport in order to complete the registration.
Guest : Here it is.
Receptionist : Thank you very much. And how will you be settling your
account, sir?
Guest : Do you accept the Visa card?
Receptionist : Yes, sir. May I take an imprint of your card?
Guest : Here you are.
Receptionist : Thank you very much sir. Your room number is F 70 on the
sixth floor. Here’s your key. The elevator is on the right.
If you just tell a porter your room number, he will follow you up with
the luggage.
Guest : Thank you.
Receptionist : My pleasure, sir. Enjoy your stay with us.
Situation 2
Receptionist : Welcome to Chom Tale, How may I help you.
Guest : Yes, I have reserved a room for tonight. My name’s Sato.
Receptionist : Just a moment, please. …….
I’m afraid the hotel has not received your reservation.
When did you make the reservation, sir?
Guest : About a month ago.
Receptionist : Under what name was the reservation made?
Guest : It may be in my secretary name, Joan Westwood.
Receptionist : One Moment, please. I’ll check the record….
I’m very sorry, sir. We haven’t received your reservation.
Guest : That’s strange. Do you have any other room available?
Receptionist : I’m afraid, the hotel is fully booked this evening, Mr. Sato. I
apologize for this inconvenience. Would you like me to make a
reservation for you at another hotel?
Guest : Thanks. I’d appreciate it.
Receptionist : You’re very welcome, sir. Would you mind taking a seat over
there or you can have some drink at the lobby bar while you are waiting.
(Adapted from: Communicative English for Hotel Personnel. 8th Ed. By Utawanit, K. 1995)
59
Activity 2: What will you say if you need the following information…
3. The name of the guest and how he spells it.
4. The length of staying at the hotel.
5. What the guest wants you to help.
6. The guest’s address, telephone number, zip code, etc...
7. The places that the guest comes from and goes next.
8. To have the guest’s passport. credit card, and so on …
9. To know how the guest is going to pay for the bill.
10. To tell the guest that he hasn’t got the reservation.
11. To ask whether in what name the reservation is made.
12. To ask whether the guest would like you to make a reservation for other hotel.
Listening
Listen to the conversation and complete the dialogue.

Receptionist : Good afternoon, Sir. Can I help you?
Client : Yes, we have a ……………1……………... The name’s Smiths.
Receptionist : Just a moment, please…………2………………….
Yes, that was a ………3……. with a sea view from 21st to 27 th.
Client : That’s fine. Here you are.
Receptionist : Could I have your passport for a moment? It’s a ………4……. to make
a photocopy of your passport as you are not a Thai Citizen.
Client : That’s Okay.
Receptionist : Thank you sir. Could you please ……5………… your name here?
…………………………………………………….
Thank you very much. Your room number is……6…… and the porter
will carry you ……7……… and show you the way to your room. Enjoy
your stay, sir.
Client : Thank you.
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Language Focus
1. Useful expression to clarify the reservation.
- I’m afraid the hotel has not received your reservation.
- May I ask when you made the reservation, sir/madam?
- Under what name was the reservation made?
- One moment, please. I’ll check the record/ the computer.
- The hotel is fully booked this evening, sir/madam.
- I apologize for the inconvenience.
- Would you like me to make a reservation for you at another hotel?
2. You can use will/ would/could/ and may to express for registering the hotel’s client.
- Will you please register?
- Would you like to register please?
- Could you fill in this registration form, please?
- Could you sign your name, please?
- Would you put your signature here please?
- May I see your passport please?
- May I have your card for a moment please?
- Here’s your key.
- Here’s your key card.
- Your room number is 115.
- The porter will show you the way up.
- If you just tell the porter your room number, he will take your suitcase up
to your room.
3. If there are any problems with the room.
- I’m afraid your room is not ready yet, sir/madam.
- Would you mind waiting, please?
- It’s won’t be long, sir/madam.
- The room will be ready by 1.30 this afternoon.
- We do apologize for any inconvenience.
- Would you like to wait in the lounge?
4. Late Check- out
- You may leave your bags with the bellman.
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- Yes, sir. You may stay in your room until 8.00 tonight.
- There is a charge of half a day.
5. Extending a reservation
- Certainly, sir/madam. May I have your name and room number?
- I’m very sorry. But the room is already booked for this evening.
- One moment, please. I’ll check our record.
- I’m afraid the hotel is fully booked for the next week but there may be some
cancellations. Would you like me to put your name in the wait list?
- If there is a room, I’ll let you know right away.
Activity 3: Complete the following sentences.

1. I’m sorry, sir. But the room is ……………………….. for this evening.
2. You ……………………… your bags with the bell man.
3. You ………………………………… your room until 6.00 this evening.
4. May I have your name and ………………………….., please?
5. I’ll check our ……………………………..
6. You can have …………………………… for more two days.
7. The hotel is ………….for the next week but we may have some ………………….
8. Would you like me to put you on………………………………..?
9. Would you like to check with us again at …………………………………?
10. If there is a room, I’ll ………………………………………………
Working out
1. Practice telling the guest what they should know about the hotel while they are
checking-in and make a registration.
2. How can you say when you present the ‘welcome drink’ to the new arrival
guests?
62
References

Richards, Jack C. et all. New Person to Person: Communicative Speaking and Listening.
Book 2. Oxford: Oxford University Press, 1995.
Viney, Peter and Hartley, Bernard. New Amrican Streamline: Departures. Oxford:
Oxford University Press, 1994.
Viney, Peter and Hartley, Bernard. New Amrican Streamline: Connections. Oxford:
Wrigley, Heide S. May I help you? Massachusette: Addison- Wisley Publishing Company,
1987.
Website
www.virginmedia.com
63
Unit 8
Cashier
Let’s start
Read the following numbers and pronounce them.
570 bath 3,450 baht 47,825 baht 186,000 baht 2,400,935 bath
US$ 55.25 US$ 850.50 AUS$ 9.50 SING$ 66.95 SING$ 90,560
www.web-malls.net www3.sunysuffolk.edu
Conversation
Checking – out: Paying the bill.
Situation 1
Cashier : Good morning sir, Can I help you?
Guest : I’d like to settle my bill.
Cashier : Certainly sir. It’s Mr. Jones, isn’t it?
Jones : That’s right. I’m leaving today, so I’d like to have my bill.
Cashier : Just a moment sir…….Here you are. Three nights at 12,500
baht and here are the meals that you had at the hotel and the long
distance call to Italy. That makes a total of 14,370 baht.
Jones : Um – what’s this amount here?
Cashier : That’s the ten percent service charge.
Jones : So the service charge is included.
Cashier : Yes, sir.
Jones : Right. Now, Can I pay by Euro card?
Cashier : Certainly, sir. May I have the card, please?
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Jones : Here you are.

Cashier : Would you sign here, please? Thank you very much.
Situation 2
Guest : Could I have my bill please?
Receptionist : Certainly sir. And the room number, please.
Guest : Room 661. The name is Michael Singers.
Receptionist : Here we are, sir. That comes to 13,750 baht altogether.
Guest : But I’ve only been here one night. Do you think you could go
through it item by item and explain it all?
Receptionist : The room number 661. There are… Fax to Rome is 500 baht,
the restaurant lunch and dinner are 2,750 baht, the laundry here is 500
baht, and I am afraid we have made a mistake at item 5 which is the
room service. Did you order anything from the room service last night?
Guest : No. not at all. But I made a long-distance call to Milan once.
Receptionist : Yes, it shows in item 7 for 710 baht.
Guest : That’s right I think. It’s quite long talking.
Receptionist : I’m sorry to keep you wait for a while but I will correct the
mistakes. It will be less for the bill.
Guest : Thanks. You’re so helpful. I just wanted to make sure that’s all.
Receptionist : Here you are, sir. It’s 11,960 baht together.
Guest : Can I pay by credit card. I have AE cards.
Receptionist : Certainly, sir. One moment, please. …Could you please sign here?
Receptionist : Thank you very much and please accept our apologize for the
mistake.
Guest : That’s Okay.
Receptionist : I hope to have you with us again. Have a nice trip, sir.
Guest : Goodbye.
(Adapted from: Communicative English for Hotel Personnel. 8th Ed. By Utawanit, K. 1995. p.36-
37 )

1. How much does it cost for the total bill?
2. Does it have a mistake in the bill? What is the mistake?
65
3. How long has Michael stayed at this hotel?

4. How does Michael pay for this bill?
5. What are the expenses which Michael has spent?
Conversation
Paying bill in the restaurant
Situation 1
Customer : I don’t have any bath. Is it okay if I pay in US dollars?
Waiter : Certainly, sir.
Situation 2
Customer : I’d like to use my Visa card, if that’s OK.
Waiter : Certainly, Madam. That’d be fine.
Situation 3
Customer : Hmm. Can I pay by check? Here’s my banker card.
Waiter : I’m very sorry sir. We don’t accept Banker’s cards.
Do you have international credit card?
Situation 4
Customer : Can I use these Chinese Yuan? You see, I’ve got very few bath
left.
Waiter : I’m not sure, sir. I’ll ask the manager. Just a moment, please.
Language Focus
1. The possible questions to ask the hotel cashier.
- How much will the taxi cost?
- Is it more expensive to dine in the hotel restaurant?
- How much is the package day-tour around the city?
- Can I exchange my money here?
- Can I get a better rate at the bank?
- Why do you charge so much for telephone call?
- Why do you charge so much for taxi service.
- Why don’t you accept Indian Rupees?
- Why can’t I get a cash advance here?
66
- Why won’t you accept my personal check?

- Why is your rate so low?
- What’s wrong with my credit card?
- What’s the rate at the bank?
2. The pattern of expressions to response.
- The price for taxi service is 200 baht for round trip, sir.
- The charge for city day-tour is 1,500 baht a person, sir.
- It’s a hotel policy, sir.
- Since the local bank doesn’t accept this currency, sir.
- I’m very sorry. But we don’t have any contract with this kind of card, sir.
Tip: When you have to explain something
- Smile.
- Maintain eye-contact.
- Explain the information the guest needs to know.
- Use the guest’s name often.
- Tell the guest what you can do for him/her.
- Thank the guest when they finish questions.
Activity 2: Practice telling the price. Use the information from the following extract.
Room rate: Garden Villa
 2,700 baht per night (Sunday – Thursday)
 3,500 baht per night (Friday – Saturday)
2 bedrooms Beach-front Villa
* 9,000 baht per night (Sunday – Thursday)
* 12,000 baht per night (Friday – Saturday)
Special Privileges (Select ONE)
- 1 complementary Thai set dinner for 2 persons
- 1 complementary Foot massage for 2 persons
Rates are valid for minimum of 2-night stay.
Late check-out until 3pm upon availability.
A deposit fee is required.
67
Listening
1. Is the bill prepared for the guest?
2. Is the service included in the bill?
3. How does the guest pay for the bill?
4. What does the cashier give to the guest?
5. Do you think the guest feel satisfied in this situation? Why or Why not?
Conversation
Selling and Buying in Hotel Shops
Situation 1
Salesperson : Good morning, can I help you?
Customer : Yes, I’m interested in some scarves.
Salesperson : All our scarves are in this section. What do you think of this one?
It’s made of silk.
Customer : It looks nice, but I’d like to have something warm for the winter.
Salesperson : You may like a heavy wool scarf. How about this one?
Customer : I think that’s what I want. Does it come in beige?
Salesperson : Yes. …Here it is. It suites to any colors.
Customer : How much is it?
Salesperson : It’s seventy dollars with tax.
Customer : It’s a little expensive. Do you think it’s possible to get a discount?
Salesperson : We give 10% discount for the guest. Do you stay in the hotel?
Customer : Yes, I’m a regular guest of this hotel.
Salesperson : Good. How would you like to pay?
Customer : By American Express.
Salesperson : Just a moment, ma’am.
Situation 2
Salesperson : May I help you, Miss?
Customer : Yes. Do you have these shoes in size seven?
Salesperson : They are not on the shelf. I’ll have a look in the stockroom.
…………………….
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I’m very sorry. They are out of stock. Would you like these ones?
They are the same style.
Customer : Okay. I’ll try them on. ………… How do you think?
Salesperson : They look perfect on you.
Customer : How much are they?
Salesperson : They are on sales for only 1,500 baht.
Customer : I’ll take them. Could you wrap it up for me?
Salesperson : Certainly, Miss.
Activity 3: How do you say when…

1. You have to greet customer.
2. You have to tell the price.
3. You have to tell that the price includes tax.
4. You can/cannot give a discount.
5. You have to know whether the customer would like to pay the bill.
6. You ask whether the customer stay in the hotel.
7. You have to look for goods in stockroom.
8. You don’t have the color that the customer would like.
9. You have goods in different color.
10. You want to thank you the customer.
Working out
Gather more information about credit card companies and currencies of countries around the
world as well as the exchange rate. Then present out on the chart for your friends.
69
References
Ashley, A. Oxford Handbook of Commercial Correspondence. China: Oxford University
Press, 2003.
Clemens, J. and Crawford, J. (Edited). Word Will Travel. Canberra: ELS Pty Ltd., 1994.
Hollett, Vicki. Business Objectives. New Ed. Oxford: Oxford University Press, 1996.
Website
www.web-malls.net
www3.sunysuffolk.edu
70
Module 3: Food and Beverage

Unit 9: Waiter and Waitress
Unit 10: Room Service
Unit 11: Bar Staff
Unit 12: Kitchen Staff
71
Unit 9
Waiter and Waitress
Let’s start
What are the restaurant service staffs as waiter and waitress duties? What do they do when they
arrive the restaurant until finish the jobs. Discuss the routines of waiter and waitress.
www.inmagine.com www.fotosearch.com www.schuetterstudio.com
Conversation
Restaurant reservation
Situation 1
Waiter : Mai Thai Restaurant. Richie speaking, may I help you?
Caller : Yes, I’d like to book a table. What time do you serve?
Waiter : We serve lunch from 11.00 to 15.00 and dinner from
17.00 to 22.00, sir.
Caller : Right... Are you open every day?
Waiter : That’s correct, sir. We open every day.
Caller : Can I book a table for Saturday, then?
Waiter : Certainly, sir. How many people is it for?
Caller : For 6 people.
Waiter : And for what time, sir.
Caller : For one o’clock.
Waiter : May I have your name, please?
Caller : O’Leary. O-L-E-A-R-Y
72
Waiter : The table for 6 people on Saturday at 1 p.m. Thank you very
Much, Mr. O’Leary. Goodbye.
Situation 2
Waiter : Good evening, sir. Welcome to Mai Thai. Do you have a table?
reservation?
Guest : No. I’m afraid not.
Waiter : That’s alright. Would you like a table in smoking or non-
smoking area?
Guest : Non-smoking, please.
Waiter : Please come with me……….Is this table for your liking?
Guest : It’s perfect.
Waiter : Would you care to take a seat? Please allow me.
(pull back a chair)
Situation 3
Waiter : Good evening, sir. Welcome to Mai Thai. Do you have a table
reservation?
Guest : Yes. The name is O’Leary.
Waiter : Oh. Mr. O’Leary. Please come with me. This table is for you.
Waiter : Would you care to take a seat? Please allow me.
(pull back a chair)
Waiter : Excuse me. I will be right back with the menu.
(Adapted from: Highly Recommended: English for the Hotel and Catering Industry. By Revell, R.
and Stott, T. 2000.)

1. You greet the customer.
2. You want to know the number of customer.
3. You want to know whether the customer has a reservation.
4. You want to know the name of the customer.
5. You ask whether the customers like their table.
6. You tell the customer the time for serving.
7. You tell the customer the tables are fully booked.
8. You ask whether the customer would like to wait.
73
9. You offer the drink for the customer.

10. You thank you the customers for the waiting and seat them at the table.
Listening

Waiter : Good evening, sir. Welcome to Mai Thai. ………1……………?
Guest : No. I’m afraid not. Is it possible to have a table?
Waiter : I’m afraid we a bit crowded tonight. But if you would like to
wait, ………………………2………………………, sir.
Guest : How long would it be?
Waiter : I think in ……………3…………….., sir.
Guest : Ok. I will wait.
Waiter : Thank you very much, sir. And ………………4………, please?
Guest : Mark.
Waiter : That’s fine, sir. Would you like ……………5………… at the bar
while you are waiting?
Guest : Sound good!
Conversation
Taking order
Situation 1: at fast food
Waiter : May I take your order, please?
Customer : Yes, I’d like a chicken burger and a large order of French fries.
Waiter : Certainly. And would you like a salad?
Customer : Yes, small salad, please.
Waiter : Right. And what kind of dressing would you like? We have
Thousand Island, Italian, and French.
Customer : Italian.
Waiter : Would you like anything to drink?
Customer : I’d like a large iced-coffee.
74
Waiter : Chicken burger, large French fries, small salad with Italian dressing,
and large iced- coffee. Thank you, madam.
Situation 2
Waiter : May I take your order, please?
Customer : Yes, I’d like to start with a salad?
Waiter : Certainly. And what kind of dressing would you like?
Customer : French dressing.
Waiter : What would you like to follow?
Customer : I’d like clam chowder, please.
Waiter : Good choice, sir. And what’s the main course?
Customer : May I have T-bone steak?
Waiter : Certainly, sir. How would you like your steak?
Customer : Make it medium-rare. And can I have a glass of red wine with
my meal.
Waiter : Yes, of course... And would you care for any dessert? We have a
fantastic chocolate cheese cake.
Customer : Ok. I’ll have a piece with black coffee.
Waiter : Very good, sir. It’s won’t take long.
(Adapted from: New Person to Person: Book 1. by Richards, J. et all. 1995)
Activity 2: What do you say when…

1. You would like to take order.
2. You ask whether the customer likes the drink.
3. You want to explain the special dishes of the day.
4. You ask whether the customer wants the coffee.
5. You ask how the customer likes his the steak.
6. You will come back soon.
7. You tell the customer that you have to ask the chef about the time of cooking.
8. You would like to know about the salad dressing that the customer likes.
9. You would like to recommend dessert.
10. You tell the customer that the food will come soon.
75
Conversation
Checking bill
Situation 1
Customer : Could I have my bill, please?
Waiter : Certainly, sir. One moment, please……………
Here is your bill, sir.
Customer : Thank you. (Look at the bill). What’s this item here? Item 6
Waiter : That’s a vegetable with your chicken, sir.
Customer : Oh, the vegetables weren’t included?
Waiter : No, sir. They were extra.
Customer : OK. Now I don’t understand this, you seem to have charged me
twice for the dessert. Look at item 8 and 10.
Waiter : I’ll just go and check if for you, sir. ……………
Yes, sir. You’re right. The cashier made a mistake. I think
You’ll find It’s correct now.
Customer : Thank you.
Waiter : We’re very sorry about this.
Customer : Oh, that’s all right. Now, can I pay by traveler’s cheque?
Waiter : Certainly, sir. We’ll give you the change in local currency, if
That’s all right.
Customer : Oh. Keep the change.
Waiter : Thank you very much indeed, sir.
Customer : And I’d like a receipt.
Waiter : Certainly, sir. Just moment, please.
1. When is this situation occurred?
2. What is the problem with the bill?
3. How does the waiter solve it?
4. How does the customer pay for the bill?
5. What does the customer do with the change?
76

1. You want to present the bill to the customer.
2. You explain the items in the bill.
3. You tell that the bill include tax and service.
4. You want to thank you for the tip.
5. You would like to farewell the customer.
Listening
Listen to the conversation and answer the questions.
1. What is the special dish of the day?
2. What is the special main course of today?
3. How many sets does the customer order for?
4. What kind of drink does the customer order for?
5. What kind of food do they serve in this restaurant?
Language Focus
1. Taking a table reservation
- When would you like your table?
- A table for how many people?
- Where would you like to seat?
- Is it smoking or non-smoking area?
- May I have your name, please?
- Could you spell your name, please?
- May I have your room number, please?
- May I have your telephone number, please?
- I’m afraid the table is not available at that time. But we can seat you at ……
- I’m afraid we’ve fully booked.
- Would you like me to make a reservation at another restaurant for you?
2. Greeting and seating customer
- Good evening. Do you have a table reservation?
- Would you please come this way?
- Could you please come with me?
77
- Come with me, please.

- Is this table alright?
- Is this table suitable for you?
- Is this table of your liking?
3. Taking order
- May I recommend our special dish of the day…
- May I suggest one of our most popular dish …
- We’re having a special promotion of ………. (name of drinks or food)….
- May I take your order, please?
- I’m sorry. I will come back for the order when you’re ready.
- What would you like to start with?
- And to follow?
- How would you like your steak?
- What kind of dressing would you like with your salad?
- Would you like anything to drink?
- What would you like to drink with your meal?
- Would you care for any dessert?
- This set is enough for 2 persons.
- This dish is enough for 4 persons.
- May I repeat your order? There are……..
Activity 5: Look at the following dishes, try to recommend them to your customers.
1. Roasted chicken with sweet almond stuffing
2. Fried Mackerel with sour sauce
3. Roasted duck red curry with tomato
www.perdue.com www.istockphoto.com http://allthaifood.com

78
Working Out
You are a waiter or a waitress in Thai Restaurant. Try to explain Thai dishes to your customers
since it is the first time for them to try Thai food. These are top ten list of Thai dishes from
foreigners’ votes. You should start by translating from Thai names to English words first.
- Tom Yam Kung
- Pad Thai
- Pad Kra Prao Moo
- Kang Ped Ped Yang
- Tom Kha Kai
- Yam Nuea Yang
- Sate Moo
- Kaeng Khaew Wan Kai
- Kai Pad Med Mamuang
- Panaeng Pork curry
http://pirun.ku.ac.th
79
References
จุฬาลงกรณ์, มหาวิทยาลัย. คณะอักษรศาสตร์. เอกสารประกอบการบรรยายการอบรมมัคคุเทศก์.

กรุงเทพมหานคร: โรงพิมพ์จุฬาลงกรณ์มหาวิทยาลัย, 2523.
ศิลปากร, มหาวิทยาลัย. เอกสารประกอบการบรรยายการอบรมมัคคุเทศก์รุ่นที่ 7. กรุงเทพมหานคร:
มหาวิทยาลัยศิลปากร, 2553.
Richards, Jack C. et all. Interchange: Student’s book 1. Third Ed. Hong Kong:
Richards, Jack C. et all. New Person to Person: Communicative Speaking and Listening
Thai Farmers Bank. Highlights of Thailand. Bangkok: Magic Productions, 1987.
Website
http://allthaifood.com
http://pirun.ku.ac.th
www.fotosearch.com
www.inmagine.com
www.istockphoto.com
www.perdue.com
www.schuetterstudio.com
80
Unit 10
Room Service
Let’s start
Discuss roles of room service in a hotel. Why is it important for hotel to have a room service?
What are services offered by a room service?
www.magnoliahotels.com www.fallsview.com
Conversation
Situation 1
Room service : Good evening. Room Service
Guest : Can I order for supper, please?
Room service : Certainly, sir. We have hamburgers, sandwiches, cold drinks,
and hot drinks for supper.
Guest : OK. Can I have a chicken salad sandwich and coffee?
Room service : Yes, of course, sir. Your room number, please?
Guest : 1125.
Room service : Thank you, sir. I will be up to your room in ten minutes.
Situation 2
Room service : Good morning. Room Service.
Guest : Can I have a breakfast in my room?
Room service : Certainly, sir. You just select food from the breakfast menu what
you would like, sir.
Guest : Is there any charge?
81
Room service : There is 100 baht charge for the service, sir. Breakfast is
included in the room rate.
Guest : Right. I will think about it.
Activity 1: Read and tick to order of the Room Service Menu
White Sand Hotel: Room Service Menu
___New York Sirloin Steak : Broiled to sizzling perfection

___Lobster Tails : Served with melted butter, lemon wedge
and a bib
___ Halibut Creole : Fresh halibut cooked in a zesty sauce of
tomatoes, onions, and green peppers
___ Barbecued Chicken : tender breast of chicken with our spicy
barbecue sauce from a secret family
recipe
___ Salmon Teriyaki : Fresh Atlantic salmon with a taste of the
Orient
…All of the above entrees are served with your choice of …
Potato __mashed __boiled __baked
Vegetable __broccoli __asparagus __peas & carrot
And
Soup of the day (ask the room service about today’s soup)
Or
Salad __French __blue cheese __Oil & vinegar
Beverage __ coffee __ iced-coffee __tea __iced-tea
Dessert __ice cream __French pastry __ fresh fruit

Room Service Please Dial 111
(Adapted from: Highly Recommended: English for the Hotel and Catering Industry. By Revell, R.
and Stott, T. 2000. p.38)
82
Activity 2: Practice making a conversation to order food from the above room service menu.
Don’t forget to ask questions or detail about service charge. Use the following expression..
- Could I have breakfast in my room?
- What is served with the steak?
- What kind of vegetable do you have?
- Do you have any fruit juice?
- What kind of fresh fruit do you serve?
Listening
Room Service ; ……………1…………, How may I help you?
Guest : Can I order a cheese burger with French fries, no onion, and a tuna
salad sandwich.
Room Service : ………………2………………., one tuna salad. Anything else,
Madam?
Guest : Can I have some drink, please? What kinds of fruit juice do you have?
Room Service : We have orange, ………3…….., banana, ……4……… and
strawberry.
Guest : I’d like strawberry juice, ……………5……… and a pot of tea with
lemon.
Room Service : One strawberry, ……………6……………….. and tea with lemon.
Could I have your room number, please?
Guest : Room ………7………..
Room Service : ……8……. Thank you, madam. It’ll take about ……9…………
Activity 3: Discussion
1. How is it important to repeat the order that the room service take?
2. What details does the room service have to ask the guest?
83
Language Focus
1. Expression for taking order
Breakfast
- Good morning. Room Service. Devi speaking. May I help you?
- Which breakfast would you like?
- Would you like a fruit juice or a plate of fruit?
- You can choose 3 different kinds of fruits.
- What cereal would you like?
- How many minutes would you like your egg boiled?
- Would you like them fried sunny side up or over-easy?
- What would you like with your omelet?
- What sauce would you like?
- Would you like some Danish pastries or toast?
- Would you like your coffee with cream or milk?
- Would you like your tea with fresh lime or milk?
Lunch or dinner
- May I recommend the soup of the day…?
- How would you like your steak cooked?
- Which sauce would you like?
- Would you like dessert or fresh fruit?
- Would you like tea or coffee?
- Would you prefer to any wine with your dinner?
Must say
- May I repeat your order?
- I’m sorry I don’t understand. Could you repeat that, please?
- Just a moment, please.
- May I place you on hold one moment, please?
- May I call you back in a moment? Your room number, please?
- I’m sorry to keep you waiting.
Explain why a price is high
84
- I’m afraid I don’t know. Would you like me to find out?

- It’s because of some of the ingredients are imported.
- It’s because of the quality of the ingredients.
2. Useful expression to describe food.
- It’s kind of …………..
- It’s made from ……….
- It’s served with ……….
- It’s stuffed with ……….
- It’s flavored with ………..
- It’s seasoned with………….
- It’s a traditional dish.
- It’s Chinese delicacy.
- People often say it’s delicious.
- This is a very popular dish.
- It’s excellent.
- It’s very tasty.
- I’m sure you will enjoy it.
Working out
1. As a room service describe the following dish to the guest.
- Sukiyaki
- Sea food hot plate
- Fried crab with Indian curry powder
2. Make a conversation to order food from room service.
3. Make a conversation to have breakfast in room.
85
References

1987.
Website
www.fallsview.com
www.magnoliahotels.com
86
Unit 11
Bar Staff
Let’s start
Discuss the following topics…
1. Is it essential to greet customer when they come to the bar? Why?
2. How is it important to remember guests’ name?
3. Is it essential to say the name of drink as you serve it? Why?
4. Is it necessary to offer choices for drinks? Why?
www.london-drinking.com www.st-andrews.ac.uk www.threescrowdevents.com
Conversation
Serving Drinks at the bar
Situation 1
Barman : Good evening, sir. May I serve you any drink?
Guest 1 : A bottle of Singha beer, please.
Guest 2 : A gin and tonic.
Barman : Would you like ice and lemon in that, madam?
Guest 2 : Just ice.
Barman : Here you are. Enjoy the drink.
Situation 2
Barman : Good afternoon. May I help you?
Guest : Two lemonades. I would like to take away.
Barman : That’s alright, madam. Just a moment.
Guest : How much is it?
Barman : 150 baht, madam.
87
Listening
1. Listen to the conversation and complete the dialogue.
Barman : Good evening sir and madam. ……………1…………………?

Guest1 : ……………2………, please. What would you like to drink? Dear.
Guest 2 : A dry martini.
Barman : Would you like your dry martini with ………3………?
Guest 2 : No. Do you have parasols? I like it with my martini.
Barman : Oh! Yes. Just a moment, please. …………4……...
Guest 1 : Thank you.
Barman : ………………5……………..
2. What drinks do the guests order in the listening dialogues?

Dialogue 1 …………………………………………………………
Dialogue 2 …………………………………………………………
Dialogue 3 …………………………………………………………
Dialogue 4 …………………………………………………………
Language Focus
Taking a drink order
- Good evening. Is there anything I can do for you?
- Have you had an enjoyable day?
- Would you like one of our special cocktails?
- We have a special cocktail with and without alcohol.
- May I suggest you our special drinks?
- What kind of beer would you like?
- Here is a wine list for you selection.
88
Activity 1: Complete the following dialogue.

Waiter : Good evening, sir. 1 Would you like a table for two?
Guest : Yes, please.
2
Waiter : ……………………………………………………………
Guest : Yes, that would be fine. It looks nice and quiet over there.
3
Waiter : ………………………………………………………………
Waiter : Certainly, sir 4 ………………………………………………..
Guest : Thank you.
5
Waiter : ………………………………………………………………
Guest : Yes, we are.
6…
Waiter : ……………………………………………………………
Guest : The roasted chicken and one mixed salad, please.
7
Waiter : ………………………………………………………………
Guest : Two fillet steaks, please.
Waiter : Certainly. 8 …………………………………………………
Guest : One medium rare, and the other well done.
9
Waiter : ………………………………………………………………
Guest : Yes, please. A bottle of Rioha.
10
Waiter : ……………………………………………………………
Activity 2: Find the right description in column 2 for each kind of coffee in column 1.
Column 1
a. black
b. white
c. cappuccino
d. espresso
e. decaffeinated / decaf / hag
f. Irish
g. Caribbean
h. Turkish
89
Column 2
………….. 1. Strong coffee combined with hot milk, with ground cinnamon and
nutmeg on top.
………….. 2. Coffee with no caffeine in it.
………….. 3. Strong black coffee, boiled with sugar.
………….. 4. Strong coffee with Irish Whisky, brown sugar and cream.
………….. 5. Coffee without milk or cream
………….. 6. Strong black coffee, made by forcing steam through the coffee.
………….. 7. Coffee with milk or cream.
………….. 8. Strong coffee with rum, brown sugar and cream.
Activity 3: Response to the following order for drinks.

1. I’ll have a large gin and tonic, please. No ice and just a splash of tonic.
2. I’d like a good stiff brandy.
3. Can you get me a vodka and orange? Give me plenty of ice.
4. Whisky and soda, please, with ice. And go easy on the soda.
5. I’d like a double brandy and soda. Make it a long drink, will you?
6. Do you have a diet coke?
7. Which one is better Singha or Chang Beer?
8. How much does a shot of whisky cost?
9. Do you accept American Dollar?
10. Could you recommend something for hung-over?
Activity 4: Complete the dialogues to order drinks.

Dialogue 1
Waiter : Good afternoon, Sir. What……………1……………you like?
Customer : We’ll……………2…………one gin and tonic, two Scotch on
The rock, and a tonic……………3………………ice.
Waiter : Certainly, sir……………4………………………you are.
Customer : Thank you………………5………………….is that?
Waiter : That’s 550 baht, sir.
90
Dialogue 2
Waiter : Good evening madam, would you like anything to………1…….?
Customer : Yes,………2…..…you bring us three cokes, a Perrier, a small
sherry, and a brandy and soda.
Waiter : Very good, sir. ………3…….that be a dry or sweet sherry?
Customer : Medium dry,…………4…………
Working Out
Look at the given beverage menu and practice to order and to take order.
Cyber Café
Beverages
small medium large
# Espresso; Laurentis Espresso, Decaf Espresso $1.50 $1.75 $1.90
# Cappuccinos & Latte Syrup Flavors $1.75 $2.00 $2.25
(Vanilla, Hazelnut, Chocolate, Caramel, Raspberry, Irish Cream
With Topping! Whip Cream, Cinnamon, Nutmeg)
# House Blends; Vanilla Cream, Columbian Hazelnut, $1.50 $1.75 $1.90
(Decaf Classic Roasted)
# Instant Cappuccinos; French Vanilla, Hazelnut $1.25 $1.50 $1.75
# Hot Tea; Decaf of Regular $1.00 $1.25 $1.50
# Iced Tea; Made Daily! Sweet or Un-sweet $1.00 $1.25 $1.50
# Hot Chocolate $1.25 $1.50 $1.75
# Frozen Goodies! Frozen soft or Ice Cream Bar $1.25
Snacks
# Candy Bars $.75
# Gum $.50
# Chips $1.00
# Crackers $.75
# Grandmas’ Cookies $.75
# Beef Jerky $1.50
(Adapted from: May I help you? By Wrigley, Heide S. 1987. p. 46)
91
References

1987.
Website
www.london-drinking.com
www.st-andrews.ac.uk
www.threescrowdevents.com
92
Unit 12
Kitchen Staff
Let’s start
Have a look at the below dishes and tell the names ingredients as many as possible.
http://image.diaryis.com www.thailandlife.com www.terrythone.com
Reading
Quick and easy Recipe

Napolitan Sauce
Ingredients
- 2 cans peeled tomato
- 1 onion
- 2 tablespoons of extra Virgin Olive Oil
- 6-7 fresh basil leaves or teaspoon dried basil
- Salt and pepper
- Parsley
Methods
Heat oil, brown onion, add finely chopped tomato, add basil, salt and pepper, bring to
The boil, reduce heat and simmer for minutes or until liquid has reduced by half. Then add
parsley and stir through.
(Adapted from: Food Brochure. By Thai International Airway. 2002)
93
Activity 1:
1. Underline all verbs used in the above recipe.
2. Write it down in steps using sequencing:
First……………………………………………………………………………………
Then…………………………………………………………………………………..
Next……………………………………………………………………………………
After that………………………………………………………………………………
Finally…………………………………………………………………………………
Language Focus
How to use instruction
We use sequence markers to put instructions in order.
First : First pour some oil into the frying pan.
..Begin/start with : You can begin/start with pouring oil into the frying pan
Then/next : Then/next put a tea spoon of chopped garlic into the hot
oil.
After that... and... : After that put slice pork into the pan and stir fried it with
garlic.
Finally/Lastly : Finally/lastly seasoned the mixture with soy sauce, little
sugar and ground black pepper.
Activity 2: Make an instruction in the following conversation of your favorite dish.

Chef : What’s your favorite dish?
Helper : It’s …………………………………………………………..
Chef : What ingredients do you need?
Helper : To prepare it, I need …………………………………………
Chef : Tell me how do you cook it?
Helper : Certainly, First…………………………………………………
Next ……………………………………………………………
Then…………………………………………………………….
After that………………………………………………………..
Finally ………………………………………………………….
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Activity 3: What ingredients of the following dish. Write the method of how to cook them.
You can choose only two dishes.
Som Tum Poo Yakisoba Kao Soi Northern Style
Pork Sate Tom Yam Kung Meang Kam
1. Som Tum Poo

2. Yakisoba
3. Kao Soi Northern Style
4. Pork Sate
5. Tom Yam Kung
6. Meang Kam
95
Reading
CHEF SUGGESTION
SOM TAM THAI (Thai Green Papaya Salad)
Ingredients
Green papaya 350 g.
Carrots 50 g.
Unsalted toasted peanut 50 g.
Dried shrimp 50 g.
Fresh chili 3 or more
Dressing
Lime juice 55 g.
Fish sauce 35 g.
Sugar (brown sugar preferable) 55 g.
Chopped garlic 10 g.
- Wash and peel green papaya and carrots, grate them into long thin strips.
- Crush or grinded unsalted toasted peanut.
- Soak dried shrimp in water and drain well. Dry them on a sheet pan in the oven, then
grind them in a food processor or grinder.
- Wash whole fresh chili peppers and crush them with the flat part of knife.
- For dressing, mix all the dressing ingredients together, stir until sugar is completely
dissolved.
- Just before serving, toss the prepared shredded green papaya and carrot with the dressing,
and crushed fresh chili pepper, crushed peanut and ground dried shrimp. Keep some
crushed peanut and dry shrimp to garnish the salad.
- Serve the salad on a lettuce leaf and top with the remaining crushed peanut and ground
shrimp.
Note: For those who prefer a spicier taste, more fresh chili may be added.
(Adapted from: Food Brochure. By Thai International Airway. 2002)
96
Activity 4: A recipe for fried rice.

Look at the list of ingredients which may be used in making fried rice. Choose the
ingredients you prefer. Then, write a recipe of your fried rice. Use the sequence markers to write
your recipe.
List of ingredients
Oil Vegetable oil
Coconut oil
Animal fat (lard)
Meat Beef/Chicken/Port
Shell/Prawn
Crabmeat
Sausage
Vegetable
Cauliflower/ Cabbage/Bean sprouts/Baby corn/ Mushrooms
Cucumber
Tomato
Onion
Green Onion
Coriander
Flavoring
Soy sauce
Ketchup
Fish sauce
Sugar
Chopped garlic
Ground black pepper
Lime
Cooked rice
Recipe…………………………………………………………………………………………
………………………………………………………………………………………………………
……………………………………………………………………………………………
97
Language Focus
Definition
To form the definition we use…
1. (noun/nouns) is/are (noun/nouns) …
2. (noun/nouns) is/are (noun/nouns) which + clause.
3. (noun/nouns) which + clause + is/are called + (noun/nouns)
4. (noun/nouns) which + clause + is/are known as + (noun/nouns)
Example:
1. Kai is chicken.
2. Kai Tod is deep fried chicken.
3. Sa-te Kai is grilled chicken stick which served with curry dipping.
4. Chicken stick grilled on charcoal and serve with curry dipping is called Sa-te Kai.
Activity 5: Write description for foods and drinks.
1. What is Kaoy Boud Shee (กล้วยบวดชี)?

It’s Thai dessert. It is made from banana boiled in sweet coconut cream.
2. What is Tom Yam Kung (ต้มยากุ้ง)?
3. What is ‘Chom Phoo’ (ชมพู่)?
4. Whai is ‘Ka Fae Yen’(กาแฟเย็น)?
5. What is ‘Sang kha ya’ (สังขยา)?
6. What is ‘Khao Nieo Kaew’ (ข้าวเหนียวแก้ว)?
7. What is ‘Tom Kha Kai’(ต้มข่าไก่)?
8. What is ‘Khao Mu Daeng’ (ข้าวหมูแดง)?
9. What is ‘ Kieo Nam’ (เกี๊ยวน้า)?
10. What is ‘Moo Nam Tok’ (หมูน้าตก)?
98
Working Out
Recipe Demonstration
Demonstrate the cooking strategies in the classroom.
Choose the recipe, prepare the ingredient and demonstrate. (3-5 minutes for each student)
99
References
กรุงเทพมหานคร: โรงพิมพ์จุฬาลงกรณ์มหาวิทยาลัย, 2523.
Website
Kao Soi Northen Style from: www.siamdiningguide.com
Meang Kam from: fotosearch.com
Pork Sate from: www.jewishworldreview.com
Somtam Poo from: www.restaurantdorset.co.uk
Tom Yam Kung from: www.kenyaphuket.com
Yakisoba from: http://hucker.net
http://image.diaryis.com
www.thailandlife.com
www.terrythone.com
100
Module 4: Housekeeping and Maintenance

Unit 13: Housekeeping staff
Unit 14: Maintenance & Engineering Staff
101
Unit 13
Housekeeping staff
Let’s start
1. How important is the house keeping staff?
2. What kind of works do they have to be done by the housekeeping staff?
www.ritzmontreal.com www.industrysearch.com www.bamamapan.com
Conversation
Making up rooms
Situation 1
Room Maid : Good morning, madam. My name is Suwannee. I’m a room maid.
May I come in, please?
Guest : Yes. How long does it take to make up room?
Room Maid : It takes 15 minutes to make up your room, madam. Two of us will
help to clean up everything in your room.
Guest : Can I stay in my room and watch television while you’re working?
Room Maid : Certainly, Madam.
Situation 2
Room Maid : Good Morning, May I make up your room, please?
Guest : Are you a room attendant?
Room Maid : Yes, I’m a chamber maid. There are two of us help making up
the room.
Guest : Would you come back in 10 minutes? I’ve not finished yet.
Room Maid : Certainly, Madam.
102
(10 minutes later)

Room Maid : Can I come in?
Guest : Yes of course. We’re leaving.
Room Maid : Goodbye Madam. Have a nice day.
Guest : Thank you.
Listening
Housekeeping : Housekeeping. May I ………1………… you?
Guest : Yes. This is Mrs. Jones ………2…… 2011. Did you make the
bouquet in my room?
Housekeeping : Yes, madam. The bouquet is made in the ………3………. room.
This is a complementary for the ………4…………. guest.
Guest : It’s really …………5………. Thank you very much.
Housekeeping : You’re ………6…….., madam.
Guest : Well, tomorrow is my husband’s ………7…….. and we’re having a
party under the candles. Could you arrange some flowers in our room?
Housekeeping : In this case we have a flower shop in our hotel. I will ask …8……..
to call you and discuss about the matter.
Guest : That’s good ……9…….. Thank you very much.
Housekeeping : With pleasure, madam.
Conversation
Maid I : We have to check bedroom accessories. It contains linen

Basket including sheets, pillow cases, bathrobes, lavatory
Napkins, pajamas, bath and face towels, blankets, and dressing
gown, spare pillow, and so on.
Maid II : I’m cleaning the bathroom and checking these articles. There
are shampoo bottles, foam bath, hair conditioner, toothpaste,
tooth brush , sewing kits, candle stands, razor, sanitary bags,
shower cap, body lotion, soap dish, detergent, first-aid box,
103
ashtray, disposal bags laundry forms, laundry bags, room

freshener, towels, facial paper, toilet paper, clothes hangers,
breakfast knob cards, room service menu, waste paper basket,
bath mats, bath towel, plastic shirt bags, ‚polish my shoe card‛
Turkish towel or terry towel, a box of matches, blade dispensers,
gargle tumblers, water tumbles, cotton pad. And I must also
clean the shower curtain, toilet bowl, toilet flush, bath tub, and
shower. Check the tap or faucet works well, and the plug
sockets for shaving which are use for electricity of 110-220
volts, and even check that the toilet flushes properly.
Maid I : I prepare sheets, blankets, bed spread. Pillow, mattress
Protectors, Pillow cases for making beds.
Maid II : On the writing table, mustn’t forget to check the writing case
containing writing paper. Envelops, facsimile form, a note pad,
hotel guest comment form, guest house rules, brochures, post
card, scribing pad, guest stationery, and ball point pens.
Maid I : I’m putting the missing items in it. Even on the dressing-table,
I put the hotel menu and guide book for the guests. In the
drawer, there are a Bible and a book of Lord Buddha
Preaching. In the wardrobe. You will see the coat hangers,
shoeshine cleaning and laundry lists.
Maid II : I will wipe the dust from the venetian blind, curtains, radiator,
television set, air conditioner, easy chair, reading lamps,
telephone, mirrors and the chair in the corridor.
Maid I : Very good. Look in the mini bar, we always have some kinds
of snacks for the guest. The refrigerator contains purified water,
Spirits and soft drinks with tumblers, ice-cubes, napkins, a
water jug or a carafe and the last thing is the price list.
Maid II : When we finish checking the supplies, I will change the bed,
and vacuum the rugs and draperies, supply stationery, change
flowers when they are witted, check light bulbs, television set
and hairs dries, clean the ashtrays and sweep the floor. We must
also have and eye for details.
104
Maid I : I have been trained to clean all types of room: single room,
double room. twin room, studio room, penthouse suite, junior
and presidential suites, duplex suite, double suite adjoining
room and connecting room, exhibition room or display room,
cabana and triple room.
Maid II : Well, you must be an expert in cleaning.
Maid I : Thank you, I’m sure I will be.
(Adapted from: Technical English for House Keeping. By Pongthai, K. 1993:p.10-11)
Activity 1
List the objects and accessories from the above conversation and write the meaning in your
language for them. Which would you find in the following places?
1. Bed room
2. Bathroom
3. Closet & wardrobe
4. Writing table
5. Mini bar
6. Corridor
Language Focus
The four patterns of sentences;
1. There is………………. There are ……………………..
Expression: There is no toilet paper in the bathroom.
Response: Sorry sir/madam. I will bring some up to you.
Expression There are no coat hangers in the wardrobe.
Response: Sorry sir / madam. I will bring some up to you.
Activity 2: Make sentences with there is, there are and practice speaking with your friends.
soap shampoo towels sheets telephone directory
bible mini bar room service menu stationary sewing kit
2. Expression: The bed has not been made.

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Response: I am sorry about that.

I will send someone up to make it right away.
Expression: The sheets have not been changed.
Response: I am sorry about that.
I will send someone up to change it right away.
3. Expression: The bath needs cleaning.
The sheets need changing.
Response: I am terrible sorry.
I will ask the chambermaid to come up and clean it at once.
I will ask the chambermaid to come up and change them at
once.
(Adapted from: International Hotel English. By Adamson, D. 1989. p.24-25)
Activity 3: Make sentences and practice speaking with your friends.

clean – wash basin vacuum – carpet replace – light bulb
fix – air-conditioner clean- bath tube replace- bed sheet
4. Expression: Have you replaced the broken ashtray?

Response: Yes, I have already replaced it.
Expression: Have you cleaned the bathroom?
Response: Yes, I have already cleaned it?
Expression: Have you fixed the air conditioner?
Response: Not yet, but I am going to fix it right now.
Activity 4: Make sentences and practice speaking with your friends.

repair – broken window fix – the television
clean – the stained desk top fill- the mini-bar
Activity 5: What will you say if…

1. You want the maid to clean your room.
2. You want a new towel.
3. You spill food on the floor.
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4. Your television set doesn’t work.

5. Your toilet is dirty.
6. There isn’t water from the tap.
7. You don’t want anyone to disturb you.
8. You want your clothes ironed.
9. You want to send a fax.
10. You want to order for food from your room.
Working out
Describe methods you use to clean the following items.
- Thai silk arm chair
- Bathroom
- Toilet bowl
- Carpet floor
- Ceramic floor
- Wooden desk
- Plastic side lamp
- Cotton curtain
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References
Binham, P. et all. Hotel English: Communicating with the International Travelers.
Pongthai, Kamolwon. Technical English Hotel Housekeeping. Bangkok: RIT, 1993.
Website
www.bamamapan.com
www.industrysearch.com
www.ritzmontreal.com
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Unit 14
Maintenance and Engineering Staff
Let’s start
- What kinds of problems do you need maintenance services?

www.bluevolt.com - What are routines of maintenance staff?
Conversation
Maintenance Service
Situation 1
Housekeeping : Housekeeping. May I help you?
Caller : Could you come up and have a look at the air conditioner?
Housekeeping : Certainly sir. Could you tell me what the problem is like?
Caller : It has got smell like something burned inside and a bit of smoke
is out.
Housekeeping : I will send the maintenance up right away.
Situation 2
Engineer : Good morning. I’m Somsak from engineer department.
I’m here to fix T.V.
Guest : Can you come back later?
Engineer : Certainly, sir. What time is convenient, sir?
Guest : How long does it take for fixing it?
Engineer : This should take about fifteen minutes.
Guest : OK. Come back at 1 p.m. then.
Engineer : Of course, sir. Thank you.
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Situation 3
Engineer : Good morning.
Guest : May I help you?
Engineer : I’m here from the Engineering Department.
Guest : May I see you identification?
Engineer : Certainly, madam. Here you are.
Guest : Thanks.
Engineer : I’m here to fix the air-conditioner.
Guest : Oh, good. Come on in.
Engineer : Thank you, madam.
(Adapted from: Technical English for House Keeping. By Pongthai, K. 1993:p.27-28)
Activity 1: Think of problems in guests’ rooms and make a conversation with your friends
to solve those problems.
Language Focus
1. The expression used for engineer
- Good morning. My name is …….. I’m from Engineering Department.
- I’m here to fix T.V. / air-conditioner/ telephone/ shower/ toilet ….
- Here is my identification.
- Please tell me what happen.
- What happen when you turn it on?
- How often does it happen?
- Where’s the problem, madam?
- What’s the problem exactly?
- When did it start?
- That’s normal.
- There’s not a problem.
- That’s happens sometimes.
2. If you cannot solve the problem
- I’m very sorry but we have to order for spare part supply.
- I’m afraid I have to ask you to change the room.
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- Since the problem is serious, would you please change the room?
- I’ll inform front office for changing the room for you.
- We need more time to fix this. I think it would be better if you could change the
room.
- The front office will offer you the better room if it’s available.
(เรียบเรียงจาก: ภาษาอังกฤษในงานโรงแรม Hotel English for Thais. โดย อนุพันธ์ กิจพันธ์พานิช.
2546. หน้า 44-46)
Activity 2: Give responses to the following expressions.

1. Can you come back later?
2. Who is it?
3. What do you want?
4. Are you here to fix T.V.?
5. May I see some I.D.?
6. Hello!
7. Are you here to clean the room?
8. Hang on a minute.
9. Can we in the room while you’re fixing T.V.?
10. How long does it take for fixing the T.V.?
Listening
Listen and complete the dialogue.
Dialogue 1
Pierre : Hello, Mary. ……………1…………………?
Mary : Pretty good, thanks. How about you, Pierre?
Pierre : ………2……….., thanks.
Dialogue 2
Tanaka : Morning, Ann. ……………1…………………?
Ann : OK. Thanks. How are you today, Tanaka?
Tanaka : ……………2…………., thanks?
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Dialogue 3
Brad : Excuse me. …………1………. Dolores Cotten?
Dolores : Yes.
Brad : How are you? I’m Brad Jordan… from
Engineering department.…………2……………?
Dolores : I’m glad to meet you, too. Brad.
Thank you for …………3……….
Brad : It’s a pleasure. What…………4…………?
Dolores : We’re going to hold the international conference
in the banquet room and we need to prepare the
facility for presentation.
Brad : That’s Okay. I can manage it right now.
Conversation
Leave Taking (Saying Goodbye)
Situation 1
Engineer : Good morning, Mr. Smith.
Smith : Good morning. How was your work?
Engineer : I hope it’s good. Thank you, sir.
Smith : Well, I have a meeting. I must go now. Goodbye.
Engineer : Goodbye, sir.
Situation 2
Fido : Hi, Dido. How’s everything?
Dido : Hi! Nothing special. I’ve just finished my check list
for building 1.
Fido : Good! I’ve got to go now. I have to go up to look at
the air-conditioner in room 12.
Dido : OK. Take care.
Fido : Thanks, you too.
Activity 3: Make conversations to greet, to introduce and to say goodbye, then

practice speaking with your friends.
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Working Out
Make conversations with guests, suppose the guests’ room has problems with the following
equipments.
1. Air conditioner
2. Television
3. Mini-bar
4. Window
5. Shower tap
6. Basin tap
Etc…
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References
Website
www.bluevolt.com
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Module 5: At Your Service

Unit 15: Bellman and General Services
Unit 16: Tourism Information
Unit 17: Location, Direction and
Transportation
Unit 18: Spa and Massage
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Unit 16
Bellman and General Services
Let’s start
www.travel-watch.com
1. What are services that guests always need when they come to stay in the hotel?
2. What are events the hotel often provides to entertain and attracts guests?
Conversation
At Your Request Service (AYS)
Situation 1
Guest : Where can I park my car?
Bell boy : You can park your car in the car park behind the hotel. It’s free,
or we have a lock-up underground car park. The entrance to that is
behind the hotel, too.
Situation 2
Guest : I don’t have a car and I’m not sure how I can get to the airport
tomorrow morning.
Bell boy : There’s no problem about transport to the airport. We have a
courtesy coach to the airport that leaves every half-hour. It only takes
ten minutes to get there.
Situation 3
Guest : Is there a laundry service in the hotel?
Clerk : Yes sir. Just leave your laundry bag behind the door with a
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laundry slip in it before nine o’clock. Your laundry will be collected

and returned to you by six o’clock in the evening.
Situation 4
Guest : I won’t back in the hotel till after midnight, tonight. Will it be
possible to get something to eat in my room?
Clerk : Certainly. Madam. Just dial 123 from your room and tell room
service what you’d like. Hot and cold snacks are available at anytime of
the day or night.
(Adapted from: Communicative English for Hotel Personnel. By Utawanit, K. 1995. p. 150-151)
Listening
Listen to the conversation and answer the question.
1. Can the guest send the fax in this hotel?
2. What should the guest do in order to get the fax sent?
3. How much is the charge?
Activity 1: Make replies to enquiries below.

Enquiry 1 : Would it be possible for me to get my car washed here?
Enquiry 2 : Have you got any information about the concert in the hotel this
week?
Enquiry 3 : Is there anywhere we can buy some souvenirs?
Enquiry 4 : We’d like to try Thai food, could you recommend a good
restaurant?
Enquiry 5 : Is it possible to book for a ticket of Cabaret Show from the
hotel?
Enquiry 6 : Can you tell me what time most shops close here? I’d like to
know the time I could go out for shopping.
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Language Focus
1. Way to Express & Accept Thanks
Expressing Thanks Accepting Thanks
Thanks/ Thanks a lot You’re welcome.
Thank you. You’re quite welcome.
Thank you very much. Don’t mention it.
Many thanks. Not at all.
Thank you for your kindness. No problem.
Thank you for your trouble. My pleasure.
I appreciate your kindness. It’s my pleasure.
I’m very grateful to you. It’s really nothing.
That’s very kind of you. It’s my pleasure to help you.
2. Way to recommend or advice people
May I recommend …………..
May I suggest ……………
You should ……………….
I think you should ……………..
Problem: The guest has got headache.
- May I recommend you to go to the health club. Our doctor is there to help you.
Problem: The guest wants to buy some souvenirs.
- May I suggest the hotel plaza. There are a lot of interesting souvenir shops there.
Problem: The guest wants to walk around for sight seeing.
- I think you should bike around. We have a bike for guest to use for gathering around the hotel
and along the beach.
3. Expression for a doorman
- Good morning /afternoon / evening
- Welcome to Beach Paradise Hotel
- We’re happy to have you with us.
- How many bags, sir / madam?
- Are these all of your luggage, sir /madam?
- Where would you like to go, sir / madam?
- Here is a map of the city to help you.
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- Let me draw a map for you.

- It’s within walking distance.
- It’s five-minute walk.
- It’s too far to walk.
- It takes fifteen minutes by taxi.
- It takes one and a half hours by bus.
- Shall I call a taxi for you, sir / madam?
- It should cost up to one hundred baht.
- Goodbye, sir / madam. I hope you have a pleasant trip.
- Happy journey, sir / madam.
- I hope you enjoy staying with us.
- It’ll be a pleasure to have you with us again.
4. Expression for a bellman or a porter
- May I take you baggage, sir / madam?
- Is that your bag, sir / madam?
- Is that all, sir / madam?
- This way, please, Mr. Smith. Your room is on the ninth floor.
- To your right, please.
- To your left, please.
- This is your room, Mr. Smith.
- The light switches are here.
- The switches on the bedside table are for television, radio and bedside lamps.
- The remote control for television is here.
- We offer 15 channels include local channels and international channels.
- This is the bathroom and here is the light switch.
- If you want the air-conditioning, just turn this knob.
- There are hangers in the closet here.
- Would you like me to hang up your suit, sir?
- If you use the electric razor, the plug is here.
- The electricity is 220 volts, not 110. Do you have a transformer?
- Please call room service if you would like to have some food in your room.
- If I can be of any service, please call the Bell Captain.
- I shall be glad to serve you.
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- Thank you, sir. I hope I can serve you again.

(เรียบเรียงจาก: ภาษาอังกฤษในงานโรงแรม Hotel English for Thais. โดย อนุพันธ์ กิจพันธ์พานิช.
2546. หน้า 44-46)
Listening
Listen to the expressions and complete sentences.
1. Is this your first ……………… to Thailand?
2. Have you been ………………….. before?
3. ………………… to our hotel.
4. We are ………………… to have you with us.
5. I hope you enjoy ………………. with us.
6. There is a …………… on the dresser.
7. The bible is in the ………………….
8. Please ……………… the door when you leave the room.
9. Would you like me to ……………… a taxi?
10. Let me give the ……………… directions.
11. I will ………………. in Thai for a taxi.
12. May I bring you an …………………..? It is raining outside.
Conversation
Making a recommendation
Situation 1
Customer : I’m thinking about buying a new watch. Can you recommend the
shop?
AYS : Certainly, sir. The King Power buy shop around the corner is very
reliable. They sell many brand names watch with guarantee.
Customer : Is it more expensive?
AYS : Not at all, sir. The price is reasonable. We are happy to buy things
at this shop. You can ask for a new promotion discount. Just stop
there and have a look.
Customer : Okay. Thanks for your suggestion. I appreciate it.
AYS : It’s my pleasure. Have a nice day!
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Situation 2
Customer : Excuse me. Could you tell me the fastest way to Siam Center?
AYS : You can go that way. It’s the nearest.
Customer : Is it too far to walk?
AYS : No, it’s just five-minute walk. Just turn left in front of the hotel,
Walk along for two blocks, cross the pedestrian bridge. And it is
just around the corner.
Customer : Thanks a lot.
AYS : You’re welcome.
Activity 2: Make conversation to offer help for guests in different situation. Role-play your
conversations to the class.
Working out
What else can you make your guests feel more comfortable and more satisfied while they are
staying in the hotel?
1. Try to recommend guests to buy some souvenirs of your local products.
2. Help your guests to buy a train tickets from Bangkok to Chiang Mai. Ask information
from the railway station’s clerk for your guest.
3. Show the guests of facilities in your hotel.
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References
Website
www.travel-watch.com
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Unit 17
Tourism Information
Let’s start
1. What are tourist attractions in you nearby areas which attract most of tourists?
2. What are attractions in Thailand which attract tourists to visit?
Reading
Pattaya
Pattaya is 147 kilometers southeast of Bangkok and faces the Gulf of Thailand.
Pattaya is Asia’s premier beach resort and caters with equal appeal to families, couples and single
visitors. Pattaya’s relaxing tropical ambience is synonymous with every ingredient for memorable
holidays.
Accommodation ranges from luxuriously appointed hotels with superb convention
facilities to simple guesthouses. Sporting opportunities abound both of land and water, and
include some of the finest golfing, game fishing, and scuba diving anywhere in Asia
Theme and amusement parks, offbeat museums and lush botanical gardens offer
numerous forms of leisure activity and cultural entertainment for all family members.
At night, Pattaya offers all the allure and magic of a truly vibrant nightlife with a
spectacular variety of restaurant, nightclubs, bars, discotheques, cocktail lounges, and cabaret
show. Pattaya can be brash, bold, beautiful, and bucolic, and offers everything to everyone!
(Taken from: Brochure of Pattaya. Pattaya Municipality. 2003)
Activity 1: Answer the questions

1. What is Pattaya famous for?
2. What can you do when you visit Pattaya?
3. What are the entertainments during the nighttime?
4. What are accommodations like in Pattaya?
5. Do you like Pattaya? Why do you like or don’t you like it?
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Reading
Sukhothai
The province covers 6,596 sq. km. and is above all noted as the centre of the old Thai
kingdom of Sukhothai, with major historical remains at Sukhothai and Si Satchanalai. Its main
natural attraction is Khao Luang Mountain Park. The provincial capital, sometimes called New
Sukhothai, is a small town lying on the Yom River whose main business is serving the tourists
who visit the nearby Sukhothai historical park.
Old Sukhothai
Founded in the 13th century, Sukhothai was the first truly independent Thai
Kingdom, and it enjoyed a golden age under the great King Ramkhamhaeng. Abandoned and
overgrown for many centuries, the superb temples and monuments of this splendid city have been
lovingly restored in Sukhothai Historical Park, a UNESCO World Heritage Site. A must-see for
all travelers, Sukhothai is one of the most important historical sited in Southeast Asia.
(Taken from: Brochure of Sukhothai Province. Tourism Authority of Thailand. 2002)

1. What’s the history of Sukhothai?
2. Where should tourists visit in Sukhothai?
3. For what reason Sukhothai is separated into New and Old Sukhothai?
4. What are differences of Pattaya and Sukhothai?
5. Which on do you prefer to visit Pattaya or Sukhothai?
Listening
Listen to the passage and then complete the following sentences about Samui.
1. Koh Samui is the …………….largest island in the country.

2. Samui covers the area of …………. sq.km. with the roading pave around the
island to the length of ……… kilometers.
3. The ……………… of Samui can be measured by the busy flights from Bangkok
Airways which is over ………… per day.
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4. You can overview …………… trees colonnade along the runway and a Thai
style airport ……………… which of the first glance you may think it’s a resort.
5. There are several …………………. beaches around the island.
6. Several ……………. are waiting; snorkeling, kayaking, sailing, ………………,
water skiing, or renting the boat to watch ………………….
7. At night, the beach will be full of …………, bars and restaurants which make
Samui such a ………………… island..
Reading
Precautions for travelers
We’ve all heard of dreadful stories about fraud committed by using the person’s
name, address or credit. Here is some information to limit the detrimental effect in case that this
happens to you or someone you know. There are countless safety precautions that we had been
taught and still follow. They may be helpful in reducing and individual’s risk of being the victim
and in avoiding victimization. Many of these ‘tips’ below seem like a common sense; you may
already do most of these things. You can use them as a reminder or they may include ideas that
you haven’t yet thought of. Safety precautions are not a guarantee that you will not be victimized.
You can’t always protect yourself from a crime. It is important to remember that you are not to be
blamed for the crime that was committed against you.
Theft of a purse/wallet
- Never leave your purse or wallet unattended.
- Make copies of all your credit card and identification and keep these copies in safe place
(not in the wallet).
- Remember your credit card and ATM’s pin numbers. Never leave them with cards.
- If you don’t need purse or wallet when you go out, leave it at home.
- Carry some money in other pockets.
- Put your wallet in front pants’ pocket or always keep a firm grasp of your wallet.
- If your wallet is stolen, immediately cancel your credit card and contact the local police.
- When using ATM machine, be aware of your surrounding.
- Avoid carrying large sums of money with you.
- For person carrying shoulder-strap handbags, wear the strap across your chest rather than
over your shoulder. It will be more difficult for someone to snatch your handbag.
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- Don’t walk alone in the dark place, especially for girls and women.
Since Thailand is a land of smile, people here aren’t going to be heartless. Now let’s
see how you can handle it. After trying to communicate, using the body language and much more,
and no one understand, you have to look for a police around there. If you can’t find one, try to
communicate to people in the uniform such as college students and the blue collars. Or the last
way out, search for some coins, head to the proper phone booth and call 1155 (Tourist Help &
Care Center). They will proudly help you get through your bad day; lost stuff be tricked, or
anything else according to their slogan ‘Welcome the Tourists as a Cousin.’
Tips for Trip
- Remember these numbers: 1699 Tourist Police, 1155 Tourist Help & Care Center, and
1672 Tourist Information.
- After get into the taxi, check the meter, driver’s information, and car registration first.
- When you need some help to fix the serious official problems, think of the embassy.
(Taken from: Bangkok Post: Lifestyle Guru Entertainment, Agrongchai, P., 2005. p.8)
Activity 3: From the above extract, discuss with your friend of what should be consider
when you go abroad as a tourist.
Listening
Listen to the passage and answer the questions.
1. For what reason was Sapan Put built?
2. What activities happen at Sapan Put by day and by night?
3. What should you buy at Sapan Put night market?
4. What day is Sapan Put night market closed?
5. Why the body painting by henna is recommended?
6. What is used to do nail-painting at Sapan Put?
Working Out
Search for more information of tourists’ attractions and present to the class about those places.
126
References
กรุงเทพมหานคร:โรงพิมพ์จุฬาลงกรณ์มหาวิทยาลัย, 2523.
Agrongchai, P. Bangkok Post: Lifestyle Guru Entertainment. 2005.
Brochure of Pattaya. Pattaya Municipality. 2003.
Brochure of Sukhothai Province. Tourism Authority of Thailand. 2002.
Clemens, J. and Crawford, J. (Edited). Word Will Travel. Canberra: ELS Pty Ltd., 1994.
Utawanit, Kanitta. Communicative English for Tourism. 6th Ed. Bangkok:
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Unit 18
Location, Direction and Transportation
Let’s start
1. When you have problems finding right places, what do you do?
2. How do you pick up the person to ask for direction?
Reading
How to get there: Asking the way.
One of the services that a good hotel staff will offer is to help guests to find various
places and services outside the hotel itself.
A member of the hotel staff is standing on the steps outside the hotel and giving
directions. You can use the map to direct the places for your guests or travelers.
Conversation
Finding Places
Situation 1
Guest : Excuse me, could you tell me the way to the railway station, Please?
Hotel Staff : Yes. Go straight down this street here, turn left. And you will
see it on your left hand side.
Situation 2
Guest : I’m looking for the Catholic Church, can you help me?
Hotel Staff : You go along this street here, turn sharp right and it’s about 200
yards along on the other side of the road. You can’t miss it.
Situation 3
Guest : Can you tell me where the nearest travel agency is please?
Hotel Staff : Yes. Go straight down this street here, turn right into Srithai
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Street. Go straight along until you come to Piman Street and it’s straight
in front of you, opposite the chemist’s on the corner.
Situation 4
Guest : How can I get to the post office?
Hotel Staff : Well, go up this street, turn left into Church Chill Street and go
it on straight along until you come to Union Street and you’ll find the
corner. It’s a big yellow building.
Situation 5
Guest : I would like to change some traveler’s cheques. Can you tell me
where the nearest bank or currency exchange box is, please?
Hotel Staff : Well, there’s bank on the corner opposite the railway station.
First turn left, and then turn left again. The entrance is in crown
street.
Listening
Listen to the conversation and complete the dialogues.
dialogue 1
Guest : Where do they sell …………1……….. and corkscrews?
Hotel Staff : Your best bet is Beal’s department store on the ……2…. opposite
the post office. First left. ……3…… the road and it’s right in front of
you.
dialogue 2
Guest : Is there an all-night chemist’s in the …………1………………?
Hotel Staff : Well, there is a chemist’s on the corner of Union Street and
George Street, but I don’t know if it’s ……2………. after
………3…………
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Language Focus
Could you tell me where…………………………………………….is?
the way to……………………………………………?
where can I find a…………………………………..?
Is there a………………………………………..nearby?
It’s about a……………………minute’s walk.
Your best bet is to……………………………
Carry straight on until you see…………………and
Then………………………………
You’ll find it on your left /on your right /opposite /on the corner.
Questions to ask for location and direction
1. Can you tell me the way to the bus stop?
2. Can you direct me to the cinema please?
3. I’m looking for the post office. Can you help me please?
4. How can I get to the railway station?
5. Could you tell me where the shopping center is?
Activity 1: From the given map, practice to ask directions of the following places:
( Taken from: New Person to Person: Book 1. by Richards, J C. 1995. p.29)
You are at the park: To Post Office, Park, Bank, Museum, Bakery, …
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Activity 2: Look at the map Cha Am in Petchburi and answer the following questions.
Imagine you are standing at the Railway Station:
Excuse me, can you tell me the way to…
1. The post office
2. Hospital
3. Tourism Authority of Thailand
4. Bus Station to Bangkok
………………………………………..
(Source: Cha Am map brochure. Cha Am, Petchburi Municipality. 2003)

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Traveling by sea
The following are frequent questions asked by the travelers when they travel by sea.
1. Are there any direct sailings from Surattani to Tao Island?
2. When does the boat leave?
3. What type of boat to Tao Island?
4. Where can I make a reservation for the boat?
5. How long does it take from Surattani to Tao Island?
6. What are the cabins like?
(Source: Guide book of Koh Tao. Surattani Municipality. 2002)

132
Conversation
Telling Direction from the Hotel

Information Clerk : May I help you?
Guest : I’d like to go to the Pala-U- Waterfal. Can you tell me best
way to get there?
Information Clerk : It’s quite far from here about 50 kilometers. Would you
like to try the local bus.
Guest : That’s a good idea.
Information Clerk : The bus station is opposite the Hua Hin fresh market. It leaves
every half an hour. It’s a six-wheel bus with green and white
color. The fare is only 30 baht to the waterfall.
Guest : Thank you very much.
Information Clerk : You’re welcome.
Activity 3:
Suppose you are the hotel staff. Help the guest with their enquires. Make your own
dialogue.
1. The guest want to do some shopping (suggest the place)
2. The guest wants to do diving.
3. The guest wants to watch Thai way of life (sight seeing).
4. The guest wants to go to the cinema.
5. The guest wants to dine out.
Working out
Find the map of your town, make a conversation to direct the guests to places around there. You
can start at hotels, railway station or bus station if you like.
133
References
Hua Hin Municipality. Brochure of Hua Hin. 2003.
Cha Am Municipality. Brochure of Cha Am, Petchburi. 2002.
Surattani Municipality. Guide book of Koh Tao. 2002.
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Unit 18
Spa and Massage
Let’s start
Layana Resort, Krabi Sugar Spa

- Have you ever tried spa and massage?
- How do you like spa and massage?
- Discuss with your friends about the services in spa.
Reading
Thailand: Excellent Health Destination of Asia

Medical Care Dental Care Thai Herbs
Spa Thai Massage Thai Culinary
Thai Herbal Products
The ancient herbal healing traditions have deep roots in Thai culture. The herbal heat
compress. Thai herbal steam and Thai massage are derived from folk medicine and ancient
midwifery techniques. Today, natural products and aromatherapy are respected and widely
practiced as one of the most popular complementary therapies, aromatherapy takes a holistic
approach to healing by considering the whole person and treating both the physical and emotional
symptoms. In addition there are many problems about the synthetic drug such as its side effects
and toxicity. Therefore, it is a good opportunity for Thailand to promote the high qualities of
herbal products to use as the alternative medicines for the world market. Thai herbs can be used
as functional foods and herbal drinks. The use of pure essential oil from medicinal plants and
flowers for massages, inhale and steam bath offer a natural approach to enhance health and well
being. The refreshing element comes from herbal balance, for example; sweet basil leave used for
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refreshing, lemon oil used for refreshing and stimulating, lemongrass oil used for eases
indigestion and refreshing. The smell of jasmine flower contains ingredients that can relax the
central nervous system and instantly improve spirits. The refreshing herbal drinks are full of
remedial qualities for various illnesses.
(Adapted from: Travel Guidebook of Chiang Mai Tourism Authority Center. 2003)

1. How can you use Thai herbs to enhance your better health?
2. How can you describe the use of Thai herbs to the foreigners?
3. List of the adjectives used to describe nouns from the passage.
Language Focus
The expression used in spa and massage services
- Sawasdee Ka/Krap. Welcome to ……………
- How may I help you?
- Could I have your name, please?
- May I have your room number?
- Which types of massage would you like?
- Would you like the foot massage?
- It takes 50 minutes for foot massage?
- Please come this way.
- May I clean you feet?
- Would you lei down and relax, madam?
- Would you mind changing the clothes?
- Please close your eyes during a facial message?
- Please inhale the essential oils and choose one you like most?
- Would you like sport massage or light massage?
- I hope you enjoy the massage?
- Have a nice day! Thank you for using our service.
136
Listening
Listen to the expression and describe the meaning of each expression.
1. ………………………………………………………………….
2. ………………………………………………………………….
3. …………………………………………………………………..
4. …………………………………………………………………..
5. …………………………………………………………………..
Reading
The spa house
Body Scrub
Thai Coffee & Honey

This is body scrub treatment emphasizing on body flowing system. Coffee powder helps
eliminate toxic substances. Look naturally younger combining with fresh milk and honey.
60 minutes 1,560 baht.
Natural Honey & Salt
This is body to get rid of perishable skin cells, stimulate continuously of blood flowing system.
Look radiant and younger when mixing with fresh milk and honey. After scrub treatment.
Nourish skin with moisturizer.
60 minutes 1,560 baht
Tamarind Body Polish
Useful of high vitamin C in Tamarind is to help skin brightening. Honey is not only absorbed of
vitamin C from Tamarind to skin but also pore better than water, and so keep skin delicate and
fresh. After a scrub treatment take care skin with moisturizer.
60 minutes 1,560 baht.
Foot Reflexology
Foot reflexology is not only a pressure point massage applied to zone on the feet to stimulate the
body but also own healing and balancing process. It can relief pain, reduce stress and improve
circulation.
50 minutes 780 baht
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Body Massage
Traditional Thai Massage
Traditional Thai Massage is Thai style massage concentrates on the body which is pressure points
and includes stretching to stimulate blood circulation and muscle tension.
Aromatherapy
Aromatherapy is a therapeutic treatment using essential oils and massage. Through unique
character, small and healing properties, the oils have a psychological as well as a physical effect.
It relaxes both mind and body. It can result in increased vitality improved skin and circulation, as
well as a stronger immune system and general feeling of well being. As a regular treatment,
aromatherapy can keep the body relaxed, balanced and in harmony.
(Taken from: Purimantra Resort and Spa. Brochure. 2005)
Activity 2: Answer the following questions.

1. How many types of the facial scrubs are there? How are they different?
2. What will happen with your skin after the body scrub?
3. What are advantages of foot reflexology?
4. Why does the traditional Thai massage become popular today?
5. How does aromatherapy help your health?
Working out
Read the following messages then discuss about the characteristics of each spa.
What types of spa do we have in Thailand?
Types of Trendy Spa
Resort and Hotel Spa
When looking for a spa to enhance your vacation experience, Resort & Hotel Spas are a smart
pick, offering a wide variety of recreational activities such as golf, tennis, horseback riding,
skiing, and water sports, and renewing spa experiences. Children's programs may also be
accessible and in the evening, guests can generally enjoy resort pastimes such as dancing and live
entertainment. Both traditional cuisine and healthful spa fare may be on the menu, and alcohol is
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available. Spa treatments and services serve as a complement to a hotel stay or vacation activities
at a resort.
Destination Spa
At the heart of the destination spa experience you'll find structured, personalized programs, and a
community of like-minded people. Guests come for the blend of wellness education, physical
fitness, healthful cuisine, and relaxing spa services. These spas offer all-inclusive options where
overnight accommodations, classes, meals, and even some spa treatments are included. Consider
it a kick-start to a healthier life.
Destination Spa Group was established in l997 with the common aim of encouraging healthier
lifestyles. Learn more about DSG and member spas.
To us, connoisseurship stands for scarcity, authenticity, and pedigree. Only truly extraordinary
spas are invited to be listed as a Connoisseur Spa. At these spas you will find unusual, trend-
setting programs and facilities, an opportunity for physical, mental or spiritual renewal, and
excellence in staff knowledge and attentiveness. A member of our staff visits each property to
attest that the title Connoisseur Spa is richly deserved.
There is no simpler way to treat yourself than a visit to a day spa. Soothing massages, beautifying
facials, and rejuvenating body wraps are just a few of the heavenly spa treatments that provide a
healing break from your everyday routine. But day spas offer even more than top-notch services.
In a world increasingly cluttered with noise and stress, day spas provide a space of calm (no cell
phones allowed!) where men and women can fulfill their need for tranquility. Calming spa music,
aromatherapy candles, and relaxation areas are among the many features that Spafinder.com's day
spas use to further health and relaxation.
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Most mobile spas can cater their services to the needs of your group and are happy to supply
treatments for a wide range of occasions. Discounts and special packages may be available for
Sweet Sixteen, corporate gatherings, and bridal parties. If you can’t find the time in your
crammed schedule for an individual or group spa excursion, mobile spas will bring the pampering
to you!
Some medical spas focus on aesthetics, offering day spa services alongside medically supervised
cosmetic procedures, such as acne laser therapy, photo facials, or Boot injections. Others feature
treatments that are formulated according to complementary and alternative principles, e.g.,
Ayurvedic medicine, an ancient Indian healing philosophy. Still others provide clients with
numerous methods of preventing illness and addressing chronic ailments like diabetes and
obesity. Some are even in hospital settings.
Dental spas often feature spa-inspired twists on traditional dental equipment, such as massage-
capable dental chairs and new, less painful ways of delivering anesthesia. Also, many dental spas
offer patient-friendly options--like a selection of soothing music and portable DVD players and
televisions—to make the experience less stressful.
Imagine......not just taking a spa vacation but having the opportunity to actually buy real estate in
a residential spa community. At one time golfing communities were the trend, but now real estate
developers are adding spas as more and more people are pursuing health, beauty, and wellness.
The choices are plentiful—full ownership, fractional ownership, residence clubs, and condo hotel
resorts. The properties below allow you to take advantage of living or investing in a healthy
lifestyle community.
(www.spafinder.com , January 12, 2005)

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References
Purimantra Resort and Spa. Brochure. 2005.
Travel Guidebook of Chiang Mai Tourism Authority Center. 2003.
Website
Layana Resort, Krabi from: www.krabi.info
Sugar spa from: www.gmwebsite.com
www.spafinder.com
141
Module 6: Dealing with Complaint

Unit 19: Dealing with Guest’s Complaint
Unit 20: Dealing with guest’s request
142
Unit 19
Dealing with Guests’ Complaint
Let’s start
How can you response to the guests’ complaints and make their
www.ehssc.org feeling better in the same time?
Conversation
Giving Responses to Guests’ Complaints
Situation 1
Operator : Operator, How may I help you?
Guest : I’m calling from room 505. I’ve been waiting for someone to fix
the air conditioner for nearly an hour and the weather is very
warm in the room.
Operator : I’m very sorry to hear that. I’ll have a look what happens and
will call you back right away.
………………………………..
Operator : Sorry to keep you waiting. We have a shortage of staff in
Maintenance today, but one of the staff is on his way to your
room. Sorry about the delay again.
………………………………….
Engineer : May I come in, please?
Guest : Are you here to fix the air conditioner?
Engineer : Yes, sir. My name is Manut. I’m sorry to keep you waiting.
Guest : The air conditioner blows the hot wind and it makes really
loud noise.
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Engineer : All right sir. It may take about 15 minutes to fix. It’s going to
Cool down and quieter after I have finish.
Guest : Okay.
Situation 2
Guest : Excuse me. I have a problem with my room.
Reception : May I ask what the problem is, ma’am?
Guest : I have booked for a non-smoking room but my room smells of
smoke all round.
Reception : I’m very sorry to hear that.
Guest : Can I change the room?
Reception : Just a moment, ma’am. I have to check the availability.
……………………………………..
I’m sorry but we don’t have any room left for tonight but we can
change the room for you tomorrow.
Guest : But the room has terrible smell.
Reception : I’ll see whether the house-keeping can do anything for you. And I
won’t charge you for you room tonight.
Guest : Okay. Thank you.
(เรียบเรียงจาก: ภาษาอังกฤษในงานโรงแรม Hotel English for Thai. โดย อนุพันธ์ กิจพันธ์พานิช.
2003. หน้า 67-68)
Language Focus
Handling Problems and Complaints in a Restaurant or Room Service
Asking the guest if there is a problem
Excuse me, but is something the matter?
Is there a problem, (sir)?
Apologizing
I’m so sorry (about this).
I’m terribly sorry (about this).
Please accept (our/my) apologies.
Taking action: about the food
Shall I bring you another one?
144
I’ll bring you another one right away.

I’ll change it right away
Would you like your (…) cooked a little more?
Would you like to order something else instead?
I’ll speak to the chef, and see what we can do.
I’ll have the kitchen prepare another one. Would you like
some (…) while you are waiting?
About the service
I’ll attend to it right away.
I’ll look into the matter at once.
One moment, please, and I’ll see what I can do.
I’ll see about your order right away.
Excuse me, (sir). It will be about another (10) minutes.
Your food will be ready in about (5) minutes. (Apologize if there has been a delay.)
Thank you for your patience.
I’m afraid (name of dish) takes quite a while to prepare.
Just a moment, please. Let me bring you my Supervisor.
About the air – conditioning
I’ll turn the air – conditioning (down / up / off).
May I move you to a warmer place?
About the table
I’m afraid all the tables (near the window / in the
Non – smoking area) are taken. I’ll let you know as soon as one is free.
I’m sorry, but the restaurant is very full at the moment.
This is the only table I can offer you.
Accidents and spillages
Let me help you, (name).
Allow me.
I’ll fetch you a (towel / some water).
I do apologize for the accident, (name)
May I have it dry cleaned for you?
May I replace the (name of dish)?
An Engineering problem in the guest’s room
145
I will report this to engineering right away.

Thank you for letting us know.
Handling Room Service Problems and Complaints
Dealing with complaints made to a Waiter
When an item is missing
- I am sorry, (name). Let me check the order. One moment, please.
- I will bring the (name of the item) Right away.
- I am very sorry, (name).
When the food is overcooked, burnt, tough, off, sour, bad or cold
- I am sorry, (name). I will change it right away.
- Please accept our apologies.
When the food is undercooked
- I am sorry. I will ask the kitchen to cook it a little longer.
- Please accept our apologies.
- I am sorry about the delay.
- I’m sorry. Let me check the order
- I’m very sorry. We have made a mistake.
- I will take it away and I will take it off your bill.
- I’m sorry about the delay. I will take care about your order right now.
(Adapted from: Communicative English for Hotel Personnel. 8th Ed. Utawanit, K. 1995. p. 135-
137)
Conversation
Make it right!
Situation 1
Operator : Operator, May I help you?
Guest : This is Brian Smith room 1205. Can I speak to the manager?
Operator : Just a moment, sir. I’m putting you through.
…………………………………………..
You are connecting.
Manager : Manut, general manager is speaking.
Guest : Mr. Manut, Brain Smith room 1205, I have some bad news for you.
146
Manager : What’s the news, Mr. Smith?

Guest : It’s a rainy day, my wife and I was out while the boys
were staying in the hotel because they have got a cold.
Manager : Oh! That’s too bad. It’s nothing serious, I hope.
Guest : Well! It’s serious enough. The boys broke the window, a mirror
Above the dresser, and a lamp beside the bed. They were playing
Ball, I guess. Can you get a maintenance staff to fix them right
Away? I need someone to clean up the room, too. There is a lot
Of glass on the rug
Manager : Certainly, Mr. Smith, I’ll inform the maintenance and the house-
keeping right now. Thank you for calling.
Guest : I’m very sorry. I’ll pay for the damage, of course. Normally the
Boys behave quite well.
Manager : Don’t worry, Mr. Smith. It wasn’t your fault.
Listening
Listen to the complaint and answer the following questions.
1. What complaint does the guest make?
2. What are problems with the guest room?
3. What is the problem with the air conditioner?
4. How does the manager make an apology?
5. How does the manager solve the problem
Working Out
- Think about the problems and write down the solutions in step by step.
- Role-play the situations to the class.
147
References
Company Inc., 1976.
Harding, Keith. Going International: English for Tourism. Oxford: Oxford University
Press, 1998.
McGrawHill, 1982.
Worsdall, Vivien. Special English for Tourism: Books 1. New York: Collier Macmillan
International, 1980.
1987.
Website
www.ehssc.org
148
Unit 20
Dealing with guests’ request
Let’s start
1. Is it important to answer to the guests’ requests?

www.careervanity.com
2. If you cannot offer what guests ask for, how can you deny politely and make them feel
better in the same time?
Conversation
Situation 1
Receptionist : Welcome to Poo Tawan. May I help you?
Guest : Yes. Can I have a single room, please?
Receptionist : Have you got a reservation, sir?
Guest : I’m afraid, I haven’t.
Receptionist : I’m very sorry, but the hotel is fully booked for all the week.
Guest : Oh! Could you help recommend other hotel?
Receptionist : With pleasure. May I suggest Sailom Resort. It is not far from here
and it is very good hotel. Would you like me to call them for you?
Guest : Please. That’s very kind of you.
Receptionist : My pleasure, sir.
Situation 2
Guest : Excuse me. Could you change the room for me?
Receptionist : What’s the matter, madam?
Guest : I would like to change my room to sea view. My own room is in a
parking side. Can I get a clear picture of the sea scenery, please?
Receptionist : I understand. I’ll check if the room in sea wing is available if you
just wait for a moment.
149
Guest : Thank you very much.

Receptionist : You’re welcome.
Situation 3
Guest : Can I get breakfast in my room?
Room service : Certainly, sir. Breakfast is served by room service from 8 to 10.
Guest : Could you please serve it a bit earlier? I have to take medicine early
in the morning and have a good rest.
Room service : What time would you like your breakfast, sir?
Guest : I’d like it at 7. Is it possible?
Room service : I’ll manage it for you. Could I take an order for it right now, please?
Guest : I’d like Asian breakfast and orange juice. My room is 1520.
Room service : Very good, sir.
Activity 1: What happen in each conversation?
Language Focus
Dealing with guests’ request
Saying that you can provide something
- I will take care of the matter right away.
- I will bring one for you right away.
- I will change it for you right away.
Saying that you cannot provide something
- I’m sorry but it’s against the hotel’s rules.
- May I suggest…………?
- I’m very sorry. The……………… is not available, sir.
- We can offer you …………………… instead.
- Would this be alright?
Offering service
- If you need any more, please tell …………………..
- Would you like any more…………………
- Is there anything else I can do for you?
150
Saying that you are not sure, if you can provide something
- I’m sorry. I’m not sure. I’ll find out right away.
- Please excuse me. I’ll find out /ask someone right now.
Making permission to do something
- May I come into your room?
- May I leave you now?
- May I close the window? It is quite cold.
Activity 2
When your guests ask for the following things, some you can offer but some you cannot. From
the following topics, how the guest makes request and how you should reply to the guest.
1. To change the room but the hotel is fully booked.
2. To stay late after the check out time.
3. To call a taxi.
4. To give him a morning call.
5. To use a photocopier but the hotel doesn’t allow.
6. To pay by personal cheque but the hotel doesn’t accept.
7. The guest don’t bring the passport but ask you to check in.
8. The guest has a long conversation with you and you have to get back to work.
9. To use the swimming pool in late night.
10. To bring his pet into the hotel but the hotel doesn’t allow.
Listening
Listen to the expression and decide whether they are request, offer or permission.
1. ………………………………….
2. ………………………………….
3. …………………………………..
4. …………………………………..
5. …………………………………..
6. …………………………………..
7. ………………………………….
8. ………………………………….
151
9. …………………………………….
10. …………………………………….
Working out
1. Write down what guests always requests in the hotel.
2. Replies to the requests in item 1.
152
References
Company Inc., 1976.
Press, 1998.
McGrawHill, 1982.
1987.
Website
www.careervanity.com
153
Module 7: Job Application in the hotel

Unit 21: Job Advertisement
Unit 22: Application Form, Letter
and Curriculum Vitae (CV)
Unit 23: Job Interview
154
Unit 21
Job Advertisement
Let’s start
Discuss with your friends.
1. What kind of job do you want to get in the future?
2. Are you ready to apply for that job?
3. Where can you get information about job?
4. How can you apply for jobs?
5. What factors will help you to be successful in your application for a job?
Reading
Hilton
Phuket Arcadia Resort & Spa
Come join an industry leader! Hilton Phuket Arcadia Resort & Spa offers 685 guest rooms, 5
meeting rooms, 9 dinning outlets, and a spectacular 1,500 m2 Thai style spa all set amidst 75 lush
tropical acres. Renovated in 2004, this beachside resort offers a great opportunity for candidates
seeking growth opportunities in the hospitality industry.
- Financial Controller
- Assistant Financial Controller
Applicants must have at least 2 years’ experience in same/similar positions in the hospitality
industry.
- Senior Human Resource Coordinator
Recruiting experience and knowledge of labor laws are essential
- Restaurant Manager
Minimum of 1 year’s experience as a Restaurant Manager of Asst. Restaurant Manager.
- Executive Pastry Chef
Must have large volume pastry and baking experience
- Night Manager, Duty Manager, Front Office Shift Leader
Front office Fidelio experience and a demonstrated ability to lead are required.
155
- Guest Service Agent

Some experience in guest service is essential, ideally in a 5-star hotel environment.
- Event Service Manager
Experience is convention or catering sales and management is preferred
- Event Services Coordinator
Must have convention or catering coordination experience
Essential criteria for all position
- Good command of written and spoken English
- Computer literate with experience in hotel specific software
- Skills and experience gained in 5-star hotels is preferred
Qualified and interested applicants should email or fax their resume to the Director of Personnel
Development,
E-mail: Recruitment.Phuket@hilton.com or Fax. 076 370 695 by Wednesday 6 July, 2005
(Bangkok Post. Classified. March 19, 2005)

1. Which position is suited you?
2. Who is the advertiser?
3. What position do they require?
4. What qualification of the interested applicants in each advertisement?
5. How can you apply for the jobs?
6. Where can you apply for the jobs?
Language Focus
Parts of Job Advertisement
1. Advertiser
2. Position required
3. Qualification and Requirement
4. How to apply
5. Where to apply
156
Study the example

1. Advertiser Anan (Thailand) Lt.d.
2. Position required Executive Secretary
3. Qualification/ Requirement - Female / Thai National
- 5 years experience in secretarial work
- Bachelor degree in any field
- Fluent in written and spoken language
- Able to operate PC and computer program
4. How to apply Please write application letter with resume, a recent
photo and current/required salary to:
5. Where to apply P.O. Box 108 Ladkrabang, BKK 10520
Reading
Hotel Professionals Required

After having successfully launched Park Plaza – a Luxury Business Hotel, which is a part
of the world Renowned Carlson Hospitality group and has and average 80
% occupancy, Royal Palms presents yet another star-studded opportunity for individuals seeking
jobs in Mumbai, India.
The 5-star villa hotels that boast of an exclusive 18-holes golf course and comprising of
120 villas, each attached with a swimming pool, needs a dedicated team of experienced
professionals to deliver quality personalized and the ultimate hotel experience
Following positions are required;
- FRONT OFFICE MANAGER
- SPA MANAGER
- CHIEF MECHANICAL ENGINEER
- FINANCE CONTROLLER
- CONCIERGE
- EXECUTIVE HOUSEKEEPER
- COSMETIC SURGERY
- GOLF SUPERINTENDENT
- PRO GOLF
157
- EXECUTIVE INTERNATIONAL CHEF COOK

3-5 years of experience in related fields. For further details contact
Mr. Thanadej Thumyomacharoen
Post box no. 4384 c/o Bangkok Post BKK 10110
E- mail: Fairymex@trueclick.net
(Bangkok Post. Classified. March 19, 2005)
Activity 2: From the above advertisement, find the information of…

1. Advertiser
4. How to apply
5. Where to apply
Reading
Study the jobs advertisement below.
Panda Hotels
The panda Hotels Club is a 500 bedroom holiday complex located on the beautiful island
of Ibiza/Spain.
Our guests come mostly from European Countries to spend their holidays with us,
enjoying the three swimming pools, self-service restaurant, bars, discotheque, sport facilities,
Grill-restaurant, etc…
To assist the management in assuring the best of service, applications are requested for
the following important functions.
The successful candidates should have experience in large hotels or holiday complexes
and knowledge of English language and other European languages may be advantaged.
- Front office Manager
- Food & Beverage Manager
- Executive Housekeeper
- Chef de cuisine
- Restaurant Manager
- Bar Supervisor
158
- Entertainer
Applications – with C.V. and photograph to be sent to
Mr. A.P. paulus.
General Manager
Apartado 149, San Antonio
Ibiza, Spain 6611
Tel. (161) 083460600 Fax: (161) 08 364 3907
E-mail WW.pendagroups@spn.com
Activity 3: From the above advertisement, find the information of…

1. Advertiser
4. How to apply
5. Where to apply
And answer the questions.
1. Can the applicant apply in person?
2. Can the applicant without experience apply for these jobs?
Working out
Have a look at the classified page in Bangkok Post newspaper or other sources, choose the
suitable position to yourself and try to find out the 5 parts of the advertisement.
159
References
Bangkok Post. Classified. (2 January 2005)
Bangkok Post. Classified. (19 March 2005)
Bangkok Post. Lifestyle Guru Entertainment. (March 2005)
Parisuthiman, Sumtumn. Business Communication: A Functional Approach. Bangkok:
1996.
160
Unit 22
Application Form, Letter and Curriculum Vitae
Let’s start
Discuss what kinds of information you have to put into your application form and letter.
Language Focus
Application Form
Terms use in the application form
Personal data Name / Surname / First name / Middle name / Last name / Family name
Age
Sex
Birth date / Date of birth
Place of birth
Nationality / Citizenship
Marital Status
Address: Current / Permanent / Mail / E-mail
Telephone / Fax number
Identification / I.D. Issued on / Expire on
Issued at
Passport number
Driving license
Military service
Educational background
Name of school / City
Date attended from – to
Subject / Major / Minor
Degree / Diploma /Certificate / high school
Training program
Special skill Typing skill – speed word per minute (wpm)
161
Computing skill / P.C.

Other office equipment
Foreign language Poor /Fair / Good / Excellent /Fluent
Award or scholarship
affiliation
Employment history Name of company
Nature of job / Position
Reason for leaving
Activity / hobby or interest
References
Signature
Example of term filled in application form
Sex male / female
Marital status single / married / separated / divorced / widowed
Education high school / Certificate in Hospitality / Diploma in Hotel management /
Bachelor of Arts / Master of Business Administration /
Doctor of Philosophy
Military service Exempted / Reserved / Will be recruited / type of discharge
(Adapted from: Business Communication: A Functional Approach. By Parisuthiman,
Sumtumnan. 1996. p. 98-99)
162
Activity 1: Practice filling in the application form

Hotel Ananda
Application Form
Position applied 1. ……………………2. ……………………
Expected Minimum Salary …………………………………
Personal Details
Name ………………………………………………………………
Age ……………….. Date of birth………………… Place of birth ………………
Height ……………. Weight ……………… Religion…………………….
I.D. No. ……………….Issued at …………… Expire on …………………..
Marital status ………………………………
Military status ……………………………………
Spouse’s name ……………………… Occupation …………………..No. of children ……
Present Address ………………………………………………………Tel………………….
Official Address ………………………………………………………Tel………………….
Education
Level Name/address of institution Period Field of study
From – to
Primary
Secondary
High School
Vocational/Technical
University
Others
163
Employment or Training (list present or last employment first)

Name/ Address of Employer Position Employment Salary Reason for
Period Leaving
From - To
Language Proficiency
English Excellent / Good / fair / poor
Other ……………….. Excellent / Good / fair / poor
Special Ability
Typing Thai ………….wpm English ……………wpm
Computer System ………………….. Software ………………………
Others ……………………………………………………………………
Hobby and Interest ……………………………………………………………………
Emergency Notification
Name ……………………………………… Relationship ……………………………
Address and telephone ……………………………………………………………………
Personal Reference
Name Address / Telephone No. Occupation
164
Have you ever had any serious illness from the last 2 years? Yes / No
If yes, please describe
………………………………………………………………………………..
Do you have any physical handicap, chronic disease or disablement Yes / No
If yes, please describe
………………………………………………………………………………..
Have you ever been involved in or convicted of any criminal offence? Yes / No
It yes, please outline the case
………………………………………………………………………………..
I certified that the foregoing statements and information given to me are true.
Signature ………………………………
(………………………………)
Application Date ………………………
165
Reading
Application Letter
Sabai Resort & Spa

12 Petchkasem Rd.
Nong Kae, Hua Hin
Thailand 77110
Mr.A.P. Paulas
General Manager
Apartado 149, San Antonio
Ibaza. Spain 6611
Dear sir,
I am writing in reply to your advertisement concerning the post of Restaurant Manager.
I have enclosed my Curriculum Vitae, together with a recommendation from my present
employer.
Your Faithfully
(signature)
Sompop Pandee
Enclosures: 2 (CV., reference)
166
Language Focus
1. Application letter
Part of a letter
a. Your personal address is at the top of the letter. This part is called the return address.
b. The date always goes under your address. It can be written in…
12 August 2005
August 12, 2005
c. Inside address is the name or the position of the person you are writing to, with the
name of the company or institution and the address that you are sending the letter to
d. Salutation is the way you greet the person you are writing to. The usually ways of
writing a salutation are as follows…
If you know the name of the person; Dear ..Mr. /Mrs. / Ms. / Miss ..Surname
If you don’t know the name of person; Dear Sir/ Madam /Sir or Madam
Gentlemen:
Sir/s: or Sirs:
e. Content or body of the letter is the most important part of the letter.
f. Complimentary close has several forms, the most common of which in business are…
Sincerely yours,
Yours sincerely,
g. Your signature goes under the complimentary close.
h. Below your signature should be your typed or printed name.
i. Enclosure is the part of the letter to show that the sender has sent something such as, a
resume, a photograph, etc… together with the letter.
Letter of application
Opening
- I would like to apply for the post of …………. Advertised in …………………..
- I am writing concerning your advertisement in ……………. For ……………….
- I am answering your advertisement for the post of ……………..which appeared in
……………….
- I am writing to ask if you might have a vacancy in your ………………department for
a/an …………………
167
- I was recommended by………………….., who is currently working in your company /

who has had a long association with your company / who is one of your suppliers, to
contact you concerning a possible post in ……………………department.
Body of the letter
- You will see that I graduated from ……………………in ……………….. where I gained
my degree in …………….(Mention any parts of your studies relevant to
the post)
- During my employment with ………….my work was specifically concerned with
……… (Mention work relevant to the post you are applying for.)
Reason for leaving job
- I left …(old employer)… because …(new employer) offered me a chance to use my
….(ability)..
- I was offered a chance to join …(new employer)…where there was an opportunity for
further training and experience in ……………
Previous experience
- While I was a ……………….. at …(old employer)…, I supervised a team of ………….
And introduced new quality control procedures which resulted in ……………
- During my time at …(old employer)…, I was responsible for ………………… In this
role involved successfully implementing change in the ……………
- During my time at …(old employer)… , I studied part time for ……………, which I
completed in …………… Since then I have gain more management experience in
………………
- As part of my degree course in ………………….. , I worked for three months in
………………..department when I gain experience in ……………………
Reason for applying
- I am particularly interested in the post as I could apply my previous experience in …(area
of work)…
- I am sure I would be successful in this post as I have the skills and experience you
describe, as well as ……………
- I believe my background in …(area of work)… equips me for the post you advertise,
especially my recent experience of …(specialist area)…
168
Closing
- I look forward to hearing from you. However, if there is any further information you
require in the meantime, please let me know.
- Please let me know if there are any other details you need. Meanwhile, I look forward to
hearing from you.
- I would be happy to discuss with you at interview how my skills and experience could be
used to your advantage.
(Adapted from: Oxford Handbook of Commercial Correspondence. By Ashley, A. 2003:p.8, 28,
267)
169
Application letter
40 Petchakasem Rd.
Tambon Nong Kae, Hua Hin
Prachuabkirikhan 77110
31 August 2005
Human Resource Director
Human Resource Department
The Hilton Resort and Spa
Naresdamri Rd. Hua Hin
Prachuabkirikhan 77110
Dear Sir or Madam
I would like to apply for the vacancy advertised in the Bangkok Post on 27 August for Assistant
to front office manager.
As you will see from my CV, I am currently a senior receptionist of the Avazon Resort and Spa
Pranburi. In addition to the day-to-day work, I represent the assistant to front office manager on
some occasions and am delegated to take certain policy decision in his absence.
I am particularly interested in this post as I would like to become more involved with hotel
managing system which I am well equipped. I speak good English and Chinese, and use both
language in the course of my work.
If there is any further information you require, please contact me. I look forward to hearing from
you.
Yours sincerely,
(signature)
Nantiya Wanakorn (Ms.)
Enc. CV
Activity 2: Write an application letter to the Job advertisement you have chose from the
Newspaper.
170
2. Resume or Curriculum Vitae

A resume is a brief written statement of a person’s education and past employment, used
especially when person is looking for a job. It serves as a valuable tool in helping you
communicate to employers what your career interest is, what your accomplishments have been
and what your capabilities are. A resume is like an advertisement for yourself.
A resume is also called a bio-data, a data sheet, a curriculum vitae (CV) or personal data.
It should be included in the letter since it shows the most important things in your background
and all your qualifications for employment. The resume should be written before your application
letter because it will be a good outline for deciding which information should be included in the
application letter.
The resume may consist of:
- heading
- personal data
- objective or position sought
- education or academic record (include extra-curriculum activities)
- experiences
- special abilities/skills
- affiliations
- references
(Adapted from: Oxford Handbook of Commercial Correspondence. By Ashley, A. 2003:p. 122)
171
Resume
Name Sepo Antonio

Position Sought Chef of European food
Address Hotel Arctic, Pohjoiskatu 12
94600 Kemi 60 Finland
Tel (157) 61 – 0679436
Date and place of birth 1 January 1973, Jarvenpa
Nationality Finnish
Marital Status Single
Education Kouvola Comprehensive school
Hotel and Restaurant School
Helsinki
Practical experience Bus Boy, Hotel Arctic 1993 – 1994
Receptionist, Hotel Arctic 1995 – 1998
Assistant Restaurant manager 1999 – Present
Special Skill Cooking of International School
Operating PC.
Languages Swedish (fluent)
English (Satisfactory)
German (Satisfactory)
Membership Chef Association of Europe
International Chef Organization
Reference References and details available on request
172
CURRICULUM VITAE
Name : James Joseph KING

Address : 40 Alexandra Street
London Ell 2JE
Telephone : 01 – 742 – 5806 (work)
01 – 988 – 2673 (home)
Date of birth : 4.8.68
Education : General Certificate of Secondary Education (with Grade
C in English and mathematics) City and Guilds Diplomas in cooking
skills and waiting skills
National Catering Board courses in wines, bar work and food
Development
Experience : Waiter/chef de rang at Smithson Hotel, London WC1. 1986-
now.
Kitchen porter in restaurants in Paris and Milan. 1985 and 1986
(holiday work).
Interests : Traveling, reading, learning languages, swimming
References : The Personnel Manager
Smithson Hotel
Belsize Avenue
London NW3 4PG
The Principal
Waltham Forest College
Forest Road
London E17 4JB
173
Activity 3: James King wrote a letter to apply for this job. Fill in the missing words from
the list…
advertised apply attended
develop enclosed offering application
course experience interview
position faithfully forward
included
Journal of 21 September.
As you with see from the________1_________ curriculum vitae, I have had three
years’________2_______ as a waiter in a three-star London hotel. My work
has_______3___________service in the bar and coffee shop and floor service. I am now chef de
rang in the restaurant. I have also______4________ the National Catering Board’s courses in
wines, bar work and food development. In addition, I traveled to France and Italy during my
college vacations in 1985 and 1986, and worked as a kitchen porter in hotels in Paris and Milan. I
am attending an evening________5_________ in French at the moment.
I would now like to _________6_______ my professional and social skills in a superior
establishment, and am therefore very interested in the position you are______7________. If you
are interested in my________8__________, I would be glad to attend an_____9______at your
convenience. I look______10__________ to hearing from you.
Yours_________11__________,
JAMES KING
Working out
1. Find for some jobs advertisement in the classified pages of newspapers and magazines.
2. Write the application letter to answer the job advertisement. Suppose that you have
finished you education and you’ve got some experience.
3. Enclose the resume or the Curriculum Vitae of your own with the letter.
174
References
Ashley, A. Oxford Handbook of Commercial Correspondence. China: Oxford
Chadchaidee, Thanapol (Lamduan). Interviews for Future Employment. Bangkok:
Thaichareon Printing Co, Ltd., 1996.
1996.
175
Unit 23
Job Interview
Let’s start
1. What should you do when you go for job interview?

www.lifespy.com 2. How do you prepare your dress, your shoes, and else’s?
Conversation
Job Interview
Mr. Rover : Come in, please. Ah, James King?
James : Yes, that’s right, Sir.
Mr. Rover : Hello!
James : Good afternoon, Sir.
Mr. Rover : Sit down, please.
James : Thank you.
Mr. Rover : Right. Well, now, I wonder what do you know about Manhattan
Hotel?
James : I know that it’s part of the Inter-Metropolitan chain that it has
A high-class clientele and that most of the work is for conferences.
Mr. Rover : Yes, that’s right. We have 42 bedrooms, and six deluxe suites.
The restaurant seats 60 covers. There are three bars and a lounge, and
there’s also a swimming pool, a squash court, and a golf course. Then,
um, let’s see…your duties. Your main duties would be the total service
for six tables, that would be twenty covers. And you’d be responsible
for a staff of three: a chef de rang and two waiters. How would you feel
about that?
James : I think I could manage that quite well, Sir. What would the
occasional duties be?
176
Mr. Rover : Well, you’d have to cover for the barman sometimes. How
would you feel about that?
James : I would enjoy that, Sir. I have some experience of working in a
hotel bar, and I took a course in bar work last year.
Mr. Rover : Yes, so I see from your CV. Then there would be other
occasional duties: you’d have late duty every four days and you might
have to cover for the Breakfast Head Waiter sometimes. Would that be
OK?
James : Yes, I wouldn’t mind that at all, Sir.
Mr.Rover : Right, then, the hours. You’d work 40 hours, five days a week,
with your days off on rout. On three days a week you’d do breakfast and
lunch, one day a week lunch and dinner, and one day a week dinner
only. Right?
James : Yes, sir.
Mr.Rover : Then holidays. There’d be four weeks a year.
James : I see
Mr.Rover : And there are some fringe benefits, of course. For example, staff
can use the swimming pool and squash courts at certain times. Also they
can get a company card which gives them a discount in some shops.
And of course, the staff meals are excellent. Now them, do you have any
questions?
James : Yes, Sir. Would there be an opportunity to work abroad with the
chain?
Mr.Rover : Well, yes, certainly. Mm, I see you’re studying French, so that
would be a help. Yes, the chain has three hotels in France….
(เรียบเรียงจาก: ภาษาอังกฤษในงานโรงแรม Hotel English for Thais. อนุพันธ์ กิจพันธ์พานิช. 2003.
หน้า 126.)
Activity 1: How did James reply to these questions?
1. How would you feel about working in the kitchen sometimes?
2. Would you mind covering for other people when they’re sick?
3. Would you be prepared to work late two days a week?
4. I’m afraid you’d have to work three weekends out of four.
5. Would you be interested in going on any training courses?
177
Activity 2: Answer the Questions

1. What position does James apply for?
2. What facilities does it have in Manhattan Hotel?
3. What kind of works would James do in his duties?
4. What are the occasional duties?
5. How many days and hours does James work for a week?
6. How long is James’s holiday for a year?
Activity 3: Interview your friends

1. When were you born?
2. Where were you born?
3. What is your nationality?
4. Where did you study? Where did you go to school?
5. What did you major in?
6. How many languages do you speak?
7. What languages do you speak?
8. What is your marital status?
9. Do you have any schooling in the hotel and restaurant field?
10. Do you have any experience in hotel works?
Listening
Listen to the job interview conversation and complete the dialogue.
Job interview for assistant manager position
Interviewer : Good morning. Please take a seat.
Applicant : Thank you, sir.
Interviewer : Can you tell me about yourself and your …………1………….?
Applicant : Yes, sir. My name is Siree. I am 27 years old now. I have
finished my diploma in ………2…….. and bachelor degree in Hotel
…………3…………. from Rajamangala University of Technology
Rattanakosin. I have worked at Sailom Hotel in Hua Hin as a
……5……. for two years and a …………6……….. for one year then I
moved to Hua Hin Paradise resort and spa as an assistant to
………7……… manager for nine months.
178
Interviewer : I see. You always work in Hua Hin. Why do you want to move
here in Phuket?
Applicant : Well, the reason is I really like to transfer within this hotel with
…………8………. chain. And I was born here. I would like to come
back home to stay with my …………9………….
Interviewer : As you have experience working in Food and Beverage area,
what you should ……………10………… when you work in assistant to
manager position.
Applicant : You should be………. …11………., attend to details, fulfill of
what ………12……… want, and ………13……… your staff. You
should …14…… your eyes open for a new idea and way for
development. That is very important for the management people.
Interviewer : Good point! Do you have …………15………. to ask about the job?
Applicant : Do you provide transportation for the staff?
Interviewer : We just have a ……16…... for our staff from the hotel dormitory,
but it passes through the ……17…. You can get on during the way.
Applicant : Can I ask about the …………18……………?
Interviewer : Of course. To start we offer 30,000 baht per month,
plus free meals, ………19…….. and others. But if you can get on well,
we reconsider the figure after ……20…… which is the probationary
period.
Applicant : I understand.
Interviewer : When could you start working?
Applicant : By ………………21………………....
Interviewer : Good. Thank you for coming, Miss Siree. We will let you know
the ……22…….. in short time.
Applicant : Thank you.
179
Working Out
What specific questions should the interviewer going to ask the applicants of the following
positions…
Waiter secretary housekeeper Chef receptionist
bartender accountant gardener sport staff spa staff
180
References
1996.
Website
www.lifespy.com
181
Appendix
182
Listening Script
Unit 1: Hotel Types
Listening
Dialogue 1
Operator : Good morning. Sawanna Hotel, may I help you?
Mr. Hopkine : Hello, I’m calling from Australia. My name is Hopkine. Can
you tell me a little about the hotel?
Operator : Yes, I’d be glad to. The hotel is in the center of the city. There
are 100 guest rooms with a restaurant, a coffee shop and a bar. It’s ideal
for business people.
Mr. Hopkine : Is there a car park?
Operator : Yes, there is.
Dialoge 2
Guest : Could you tell me about your hotel?
Receptionist : It’s right on the beach. We offer a wonderful health spa and
recreation facilities. You’ll like it.
Guest : Thank you. I’ll call back again.
Dialogue 3
Operator : Good morning. May I help you?
Caller : Yes, I am looking for a long-stay accommodation. Can you tell
me about your place?
Operator : Certainly. We are a small type of accommodation with only 15
rooms. It is very quiet and it is much cheaper if you stay longer. The
accommodation is like a private home and we have a small restaurant
for guests, too.
Caller : Sound likes what I am looking for. By the way, how much?
183
Unit 2: Hotel facilities

Listening
Receptionist : Sawasdee Ka, Hua Hin Paradise. May I help you?
Caller : Hello. My name is James. I’m calling to ask about the hotel?
Receptionist : The hotel is on the beach of Hua Hin. There is a Thai
restaurant, an international food restaurant, a coffee shop, and two bars.
The room rate is 2500 baht for standard room, 5000 baht for superior
room and 7500 baht for the suite per night. What else can I tell you..?
Oh, yes, we have spa, sauna and a big swimming pool.
Caller : Are there any sport facilities?
Receptionist : Yes, we have a fitness room and a tennis court.
Unit 3: Hotel Personnel
Listening
Suzie : Good afternoon Mr. Jones.
Mr. Jones : Good afternoon Suzie. How are you?
Suzie : I’m very well, thank you. How are you?
Mr. Jones : I’m doing terrific. Suzie - what have you been doing? I haven’t
seen you for a while.
Suzie : I have been away on a holiday with my family for one week to
Koh Samui.
Mr. Jones : Did you enjoy yourself, Suzie?
Suzie : Yes, I had a great time. Thank you. It was so relaxing.
Mr. Jones : I must go now as I have an appointment. It was nice to see you
again, Suzie.
Suzie : It’s been nice to see you again, too. Good bye.
Unit 4: Hotel Marketing

Listening
Reception : Good morning Sandy Beach hotel. How may I help you?
Caller : I would like to have information about the room rate.
How much would a connecting room cost for one night?
184
Reception : The cost would be 3,500 baht during the weekday and
4,500 baht for the weekend. Now we offer a special package
which is only 4,900 baht for two nights accommodation per
one person. The price includes breakfast and dinner plus tax
and service. It is really valuable for the money.
Caller : How about the children?
Reception : It is free for children under 12.
Caller : All right, I have to make a decision. I will call back later.
Unit 5: Telephone Operator
Listening
dialogue 1
Operator : Operator. May I help you?
Caller : You certainly can. Can you give me a wake up call?
Operator : With pleasure. Can you tell me the time?
Caller : O.K. Please wake us up at 6.30 tomorrow morning.
Operator : Yes madam, and what’s your room number?
Caller : 419
Operator : Certainly, madam. Have a good sleep.
Dialogue 2
Operator : Paul speaking. May I help you?
Caller : Yes, I’d like to make a long distance call to Sydney please.
Operator : What is the number, madam?
Caller : It’s 06 – 717 – 2393.
Operator : Just a moment, madam.
Caller : Can you tell me what time it is in Sydney now?
Operator : It’s around 11.30 a.m., madam.
Unit 6: Reservation Office
Listening
Reservation : Deep Sea hotel, can I help you?
Caller : Good morning. This is Julia Parker from XYZ Company.
I’d like to reserve a couple of double rooms for December the 5th to the 7th
Reservation : Two doubles for December 5th to the 7th. Is that a company booking?
185
Caller : Yes. XYZ Company. The rooms are for Mr. Russell and
Mr. Robinson. They would like executive rooms.
Reservation : You have an account with us, don’t you?
Caller : Yes, we do. This will be paid in full on the company account.
Reservation : Can I just check your contact detail? It’s Mr. Phil Williams.
XYZ Company 77, New road, London WD8.
Caller : That’s correct.
Reservation : All right. The reservation number is IT 127. I would be grateful
if you could just confirm in writing, by fax if you like.
Caller : Certainly, Thank you for your help.
Reservation : You’re very welcome. Goodbye.
Unit 7: Receptionist and Guest relation
Listening
Receptionist : Good afternoon, sir. Can I help you?
Client : Yes, we have a reservation for tonight. The name’s Smith.
Receptionist : Just a moment, please…………………………….
Yes, that was a double room with a sea view from 21st to 27 th.
Client : That’s fine……….Here you are.
Receptionist : Could I have your passport for a moment? It is hotel policy to make a
photocopy if you are not a Thai Citizen.
Client : That’s Okay.
Receptionist : Thank you sir. Could you please sign your name here?
…………………………………………………….
Thank you very much. Your room number is 706 and the porter will carry
you luggage and show you the way to your room.
Enjoy your stay, sir.
Client : Thank you.
Unit 8: Cashier
Listening
Guest : I’ll be checking out this morning. Can you prepare my bill, please?
Cashier : It’s ready for you, madam.
Guest : Excellent, then I’ll pay for it right now.
Cashier : Certainly, madam. Here you are.
186
Guest : This all looks okay. Is service included?

Cashier : Yes, service and tax are included in the total. How would you
settle your bill, madam?
Guest : I’d like to pay by credit card. Is that okay?
Cashier : Of course. Could you please wait for a moment?
Would you mind signing here on the bill?
Thank you very much, madam.
Guest : Is that all?
Cashier : Yes, madam. Here’s your receipt. Thank you for staying with us.
Please come to visit us again.
Unit 9: Waiter and Waitress
Listening
Dialogue 1
Waiter : Good evening, sir. Welcome to Mai Thai. Do you have a table
reservation?
Guest : No. I’m afraid not. Is it possible to have a table?
Waiter : I’m afraid we are a bit crowded tonight, but if you would like to
wait, I will put you on the wait list, sir.
Guest : How long would it be?
Waiter : I think in thirty minutes, sir.
Guest : Ok. I will wait.
Waiter : Thank you very much, sir and could I have your name, please?
Guest : Mark.
Waiter : That’s fine, sir. Would you like to have a drink at the bar while
you are waiting?
Guest : Sounds good!
Dialogue 2
Waiter : Excuse me. May I recommend our special dish for today?
Today, we are featuring fried prawn with tamarind sauce. It tastes
fantastic with a sweet and sour flavor. The specialty for main course
today is a set of steamed jasmine rice, sweet and green fish cake curry,
sautéed vegetables, seafood soup and fried pork cake with coriander.
Customer : That’s sound great! Can we have two sets of them?
187
Waiter : Certainly, sir. What would you like to drink?

Customer : Can we have a pint of draft beer?
Waiter : Fine, sir. I will come back with your drink? Would you like
anything else?
Customer : That’s all.
Waiter : Thank you, sir. It’s won’t take long.
Unit 10: Room Services
Listening
Room Service : Room Service, How may I help you?
Guest : Can I order a cheeseburger with French fries, no onion, and a
tuna salad sandwich.
Room Service : One cheeseburger and fries, one tuna salad. Anything else, madam?
Guest : Can I have some drink, please? What kinds of fruit juice do you have?
Room Service : We have orange, mango, banana, pineapple and strawberry.
Guest : I’d like strawberry juice, a hot chocolate and a pot of tea with
lemon.
Room Service : One strawberry, one hot chocolate and tea with lemon.
Could I have your room number, please?
Guest : Room 1155.
Room Service : 1155. Thank you, madam. It’ll take about 15 minutes.
Unit 11: Bar Staff
Listening
Dialogue 1
Barman : Good evening sir and madam. What would you like to drink?
Guest1 : A pint of beer, please. What would you like to drink dear?
Guest 2 : A dry martini.
Barman : Would you like your dry martini with lemon?
Guest 2 : No. Do you have parasols? I like it with my martini.
Barman : Oh! Yes. Just a moment, please. Here you are.
Guest 1 : Thank you.
Barman : Enjoy your drink.
188
Dialogue 2
Barman : Good morning, sir. What drink can I get you, please?
Guest : A large whisky for me. I want to get drunk.
Barman : Certainly, sir.
Dialogue 3
Barman : Can I help you, madam?
Guest : Yes, I’d like a small vodka and tonic,.and do you have red wine?
Barman : Of course, madam.
Guest : Can I have a glass of it?
Barman : Certainly, madam.
Dialogue 4
Barman : Good afternoon, sir. How was your day?
Guest : Not bad. Do you have some cool drinks? It’s really hot here in
Thailand.
Barman : The chilled baby coconut can cool you down. Would you like to try?
Guest : That’s a good idea. I’ll have one.
Dialogue 5
Guest : Two lemonades, two sodas, a cider and a double gin and tonic,
please.
Barman : Certainly sir, in a minute.
Guest : Good!
Unit 13: Housekeeping staff
Listening
Housekeeping : Housekeeping. May I help you?
Guest : Yes. This is Mrs. Jones room 2011. Did you make the bouquet
in my room?
Housekeeping : Yes, madam. The bouquet is made in the flower room. This is
complementary for special guests.
Guest : It’s really beautiful. Thank you very much.
Housekeeping : You’re welcome, madam.
Guest : Well, tomorrow is my husband’s birthday and we’re having a
189
party with candles. Could you arrange some flowers in our room?
Housekeeping : In this case, we have a flower shop in our hotel. I will ask the florist
to call you and discuss the matter.
Guest : That’s good idea. Thank you very much.
Housekeeping : With pleasure, madam.
Unit 14: Maintenance and Engineering Staff
Listening
Dialogue 1
Pierre : Hello, Mary. How are you doing?
Mary : Pretty good, thanks. How about you, Pierre?
Pierre : Not bad, thanks.
Dialogue 2
Tanaka : Morning, Ann. How’s everything?
Ann : Okay, thanks. How are you today, Tanaka?
Tanaka : Just fine, thanks?
Dialogue 3
Brad : Excuse me. Are you Dolores Cotten?
Dolores : Yes.
Brad : Hi. I’m Brad Jordan… from Lemon Computer.
How do you do?
Dolores : How do you do? I’m glad to meet you, Brad.
Thank you for coming to meet us.
Brad : It’s a pleasure. How was the trip?
Dolores : Fine. Oh, I’d like you to meet Ron Eng. He’s our
sales manager.
Brad : How do you do? Mr. Eng.
Unit 15: General Services
Listening 1
Guest : Is it possible for me to send message by fax.
Clerk : Certainly sir. You can hand in a fax here at the reception desk,
and we will send it off for you.
Guest : How about the charge?
190
Clerk : It depends on the destination, sir. You can check for the rate at
the reception desk.
Guest : Thank you
Clerk : You’re welcome sir.
Listening 2
1. Is this your first visit to Thailand?
2. Have you been with us before?
3. Welcome to our hotel.
4. We are happy to have you with us.
5. I hope you enjoy staying with us.
6. There is a menu on the dresser.
7. The bible is in the drawer.
8. Please lock the door when you leave the room.
9. Would you like me to call a taxi?
10. Let me give the driver directions.
11. I will write in Thai for a taxi.
12. May I bring you an umbrella? It is raining outside.
Unit 16: Tourism Information
Listening: Listen to the passage and then complete the following sentences about Samui.
Let’s Go to Have Fun in Samui
Koh Samui is the 3rd largest island in the country which is located in the Gulf of
Thailand, 84 kilometers to the east of Bangkok. It covers the area of 247 sq.km. with paved road
around the island the length of 50 kilometers. One-third of the island is plain surrounding the
mountain. Its tropical weather is divided into three seasons: Fall (May-Oct.), Winter (Nov.-Jan.),
and Summer (Feb.-Apr.). The popularity of Samui can be measured by the busy flights from
Bangkok Airways which is over 20 per day. It is considered to have the most beautiful runway.
From the plane, you can overview coconut trees colonnade along the runway and a Thai style
airport terminal which at first glance you may think is a resort.
The first picture that comes into mind when thinking of Samui is definitely the
white sand and the blue sea. There are several interesting beaches around the island. The most
popular is Chaweng beach, known for its fine sand expanding for seven kilometers. As well, the
sea is clear and the depth is very safe to be in. Several activities are awaiting such as: snorkeling,
kayaking, sailing, wind-surfing, water skiing, or renting a boat to watch coral. Before sunset or
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the time when the water recedes, you can just walk along the beach to see the coral. At night, the
beach will be full of pubs, bars and restaurants which make Samui such a colorful island.
Secondary to Chaweng beach is Lamai beach, Na Thon, Mae Nam, Bo Pud, Cheng Mon,
Bangrak, and Big Buddha beaches which all have their own attractive themes.
(Adapted from: Koh Samui Guidebook. Tourism Authority of Thailand. 2003)
Listening 2: Listen to the passage and answer the questions.

Bright Night in Bangkok – Sapan Put
Rama I bridge or ‘Sapan Put’ was officially opened on April 6th 1932. It was built to
celebrate Bangkok’s 150th anniversary and to make traveling from Pranakorn to Thonburi side of
Chaophraya River easier. By day, this unique location functions as a river express boat and ferry
pier. By night, it transforms into a market that draws both Thai and foreign shoppers from all
walks of life. Sapan Put is opened daily from 5:30 p.m. to 2:00 a.m. (closed on Mondays); so we
can be sure the heat won’t be brothering us as we stroll around the market. Sapan Put has it all;
trendy clothes, second-hand goods, handmade jewelry, and delicious food at great prices. It
doesn’t matter what your personal style may be, you’ll find what you want; or perhaps find a new
style altogether. Not surprisingly, Sapan Put is famous for trendy clothes, easily as hip as Siam
Center, the modern shopping center of Thailand, but cheap enough for everyone. Still strolling
along, I do occasionally feel the need for that special touch, and there certainly are plenty of
things you can do here to make you look fabulous. You have a wide choice of body paints and
henna to add to your natural beauty. If you’re easily bored, I recommend henna, because it lasts
only 2 weeks and it’s quick to get it done. My next stop might be nail painting, the most hi-tech
discipline amongst the body embellishments.
You don’t need a painter or artist to create a pattern on your nails as a computer operated nail-
painting machine will produce virtually any design that you can imagine!
(Adapted from:Bright night in Bangkok-Sapan Put. Bangkok Post. Lifestyle Guru Entertainment.
2005. p.3)
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Unit 17: Location, Direction and Transportation

Listening
Dialogue 1
Guest : Where do they sell tin-opener and corkscrews?
Hotel Staff : Your best bet is Beal’s department store on the corner opposite
the post office. First left, cross the road and it’s right in front of you.
Dialogue 2
Guest : Is there an all-night chemist in the center of town?
Hotel Staff : Well, there is a chemist’s on the corner of Union Street and
George Street, but I don’t know if it’s open after 8.00 p.m.
Unit 18: Spa and Massage
Listening
1. Would you mind taking off your shoes, please?
2. How often do you have a massage?
3. If it hurts, please tell me immediately.
4. The hot stone therapy will help cure your blood circulation.
5. If you like the hot oil of any essences, we have them for sell at the hotel’s souvenir shop.
Unit 19: Dealing with guests’ complaints
Listening
Guest : Can I see the manager? I have a complaint.
Manager : I’m Malinee, the hotel manager. May I help you?
Guest : Yes. Did you have the room cleaned before we checked in?
The room is very smelly. The bathroom is messy and the toilet doesn’t
flush properly. This is disgusting.
Manager : Oh! I’m terribly sorry to hear that. I’ll attend to it right away.
Normally, the housekeeper checks every room before the guest
moves in.
Guest : I don’t think it’s a way to run a hotel like yours.
Manager : No, sir. I do apologize. It’s unusual. Thank you for your kind
information. Is there anything else we can do for you?
Guest : I would like an extra pillow, too. By the way, could you check
the air-conditioner? I don’t think it works properly.
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Manager : Certainly, sir. I will send the maintenance right away to your
room.
Unit 20: Dealing with guests’ request

Listening
1. May I come into your room, please?
2. Can I call the taxi for you?
3. Would you mind sending the mail for me?
4. Do you mind if I use your telephone?
5. May I check the information for a moment?
6. Could you help me carry this bag?
7. May I come to work late tomorrow? I need to see the doctor.
8. Could you sit here and wait?
9. May I take a seat?
10. Would you mind giving me a lift downtown?
Unit 23: Job Interview
Listening
Job interview for assistant manager position
Interviewer : Good morning. Please take a seat.
Applicant : Thank you, sir.
Interviewer : Can you tell me about yourself and your experience?
Applicant : Yes, sir. My name is Siree. I am 27 years old now. I have
finished my diploma in Hospitality and bachelor degree in Hotel
Management from Rajamangala University of Technology
Rattanakosin. I have worked at Sailom Hotel in Hua Hin as a waitress
for two years and a restaurant captain for one year. Then I moved to
Hua Hin Paradise resort and spa as an assistant to food and beverage
manager for nine months.
Interviewer : I see. You always work in Hua Hin. Why do you want to move
Here to Phuket?
Applicant : Well, the reason is I really like to transfer within this hotel
international chain. I was born here and I would like to come home to
stay with my parents.
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Interviewer : As you have experience working in the Food and Beverage area,
what should you keep in mind when you work as an assistant to the
manager.
Applicant : You should be service-minded, attend to details, fulfill what the
customer wants, and look after your staff. You should keep your eyes
open for any new ideas or ways for development. That is very important
for management people.
Interviewer : Good point! Do you have anything to ask about the job?
Applicant : Do you provide transportation for the staff?
Interviewer : We just have a bus for our staff from the hotel dormitory, but it
passes through downtown. You can get on during the way.
Applicant : Can I ask about the salary?
Interviewer : Of course. To start we offer 30,000 baht per month,
plus free meals, uniform and others. If you get on well, we reconsider
the figure after 6 months which is the probationary period.
Applicant : I understand.
Interviewer : When could you start working?
Applicant : By the end of this month.
Interviewer : I see. Thank you for coming, Miss Siree. We will let you know
the result in short time.
Applicant : Thank you.
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Accessories in Hotels (เครื่องใช้ในโรงแรม)

Cosmetic Mirror กระจกแต่งหน้า/แต่งตัว
Electrical sockets ปลั๊กไฟ
Fax Machine/Facsimile เครื่องส่งเอกสาร/เครื่องโทรสาร
Flowers ดอกไม้ต่างๆ
Fruits ผลไม้ต่างๆ
Fruit Basket ตะกร้าผลไม้
Hand-free Telephone โทรศัพท์บ้านแบบไร้สาย
Hotel Directory สมุดรายชื่อโรงแรม
King-sized Bed เตียงคู่ขนาดใหญ่
Lamp โคมไฟ
Lampshade โป๊ะไฟ
Luggage Bench รถเข็นสัมภาระ
Magazines นิตยสาร
Magazine/Newspaper Rack ที่ใส่นิตยสาร/หนังสือพิมพ์
Main Light ไฟหลัก
Mini bar มินิบาร์
Outdoor temperature and humidity indicator เครื่องวัดอุณหภูมิและความชื้น
Pen (Ballpoint/Ink) ปากกา (ลูกลื่น/หมึกซึม)
Personal Safe ตู้เซฟส่วนตัว
Picture รูปภาพ
Rubbish Bin ถังขยะ
Rug พรมเช็ดเท้า
Satellite Program ถ่ายทอดผ่านดาวเทียม
Screen จอภาพ
Shower ฝักบัวอาบน้า
Sitting Area ที่นั่งเล่น/ห้องนั่งเล่น
Smoke Alarm สัญญาณเตือนไฟไหม้
Sofa/Settee เก้าอี้นวม
Sprinkle หัวฉีดน้า
Spy hole/Peep hole ช่องตาแมวที่ประตู
Telephone Directory สมุดหมายเลขโทรศัพท์
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Thermostat control เครื่องควบคุมอุณหภูมิ

Toilet ห้องน้า/ห้องสุขา
Twin bed เตียงคู่
Valet call button ปุ่มเรียกแม่บ้าน
Vanity counter รับฝากกระเป๋า
Voice mail รับฝากข้อความเสียง
Walk-in Closet ห้องเก็บเสื้อผ้า
Weighing scale ตาชั่งน้าหนัก
Window หน้าต่าง
World time clock นาฬิกาบอกเวลากรีนิชและประเทศต่างๆ
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Housekeeping vocabulary (ศัพท์แผนกแม่บ้าน)

Adaptor เครื่องแปลงไฟ
Ashtray ที่เขี่ยบุหรี่
Baby sitter พี่เลี้ยงเด็ก
Balcony ระเบียง
Bath mat พรมเช็ดเท้าในห้องน้า
Bath towel ผ้าเช็ดตัว
Bathtub อ่างอาบน้า
Bedside table โต๊ะหัวเตียง
Broom ไม้กวาด
Button กระดุม
Carpet พรม
Cloth-peg ที่หนีบผ้า
Cot เปลเด็ก
Curtain ม่าน
Detergent/Washing powder ผงซักฟอก
Drawer ลิ้นชัก
Hanger ไม้แขวนเสื้อ
Hair dryer เครื่องเป่าผม
Light bulb หลอดไฟ
Pillow /Pillow case หมอน/ปลอกหมอน
Rail ราวแขวนเสื้อ
Reading lamp โคมไฟอ่านหนังสือ
Refrigerator/fridge ตู้เย็น
Safety pin เข็มหมุด
Sewing kit ชุดเครื่องมือซ่อมแซมผ้า
Sheet ผ้าปูที่นอน
Shoe polish ขัดรองเท้า
Shrink หด(ผ้าหด)
Shower cap หมวกคลุมผมอาบน้า
Shutter บานเกล็ด
Soap สบู่
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Stretch ยืดออก
Tap/faucet ก๊อกน้า
Tooth brush แปรงสีฟัน
Tooth paste ยาสีฟัน
To change เปลี่ยน
To drain off ปล่อยน้า, ระบายน้า
To dry ทาให้แห้ง, อบหรือเป่าให้แห้ง
To make up the room ทาความสะอาดห้องพัก
To mop ซับน้า, ถูห้อง
To repair/ To fix ซ่อมแซม
To scrub ขัด, ถู
To sweep ปัด, กวาด
To turn down เปิดเตียง
Venetian Blind มู่ลี่
Wardrobe ตู้เสื้อผ้า
Wash basin อ่างล้างหน้าหรือล้างมือ
Waste paper basket ตะกร้าขยะ
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Food and Beverage Vocabulary (ศัพท์แผนกบริการอาหารและเครื่องดื่ม)

Soft-drink and Minerals (เครื่องดื่มไม่มีแอลกอฮอล์ และน้าแร่)
Soft-drink เครื่องดื่มไม่มีแอลกอฮอล์
Minerals น้าแร่
Diet Coke โค้กสาหรับลดน้าหนัก
Diet Peppi เป็บซี่สาหรับลดน้าหนัก
Diet Seven-up เซเวนอัพสาหรับลดน้าหนัก
Soda Water โซดา (น้าผสมแก้สไว้สาหรับผสมเครื่องดื่ม)
Local Mineral Water น้าแร่ที่ผ่านการทาให้สะอาดด้วยการกลั่น
Vittal Mineral Water น้าแร่ที่ผ่านการทาให้สะอาดด้วยการกลั่น
Perrier Mineral Water น้าแร่ที่ผ่านการทาให้สะอาดด้วยการกลั่นแล้วเติมแก้ส
Volvic Mineral Water น้าแร่ที่ผ่านการทาให้สะอาดด้วยการกลั่นแล้วเติมแก้ส
Fruit and Vegetable Juices (น้าผักและน้าผลไม้)
Apple Juice น้าผลแอบเปิ้ลคั้นแล้วปรุงรส
Orange Juice น้าส้มคั้นแล้วปรุงรส
Fresh Orange Juice น้าส้มคั้นสดๆ
Fresh Mango น้ามะม่วงคั้นสดๆ
Beetroot Juice น้าบีรูท
Cantaloupe Juice น้าแคนตาลูบ
Carrot Juice น้าแครอท
Grapefruit Juice น้าเกรบฟรุต
Melon Juice น้าแตงเมลอน
Watermelon Juice น้าแตงโม
Papaya Juice น้ามะละกอ
Pineapple Juice น้าสับปะรด
Tomato Juice น้ามะเขือเทศ
Coffee and Tea (ชาและกาแฟ)
Coffee กาแฟร้อนเสริฟพร้อมน้าตาลและครีม
Tea ชาร้อนเสริฟพร้อมน้าตาลและครีม
Black Coffee กาแฟดาไม่ใส่น้าตาลและครีม
Iced Coffee กาแฟเย็น
Iced Tea ชาเย็น
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Espresso กาแฟดาแบบเข้มข้น
Cappuccino กาแฟร้อนมีนมปั่นให้เป็นฟองด้านบน
De- caféined กาแฟแบบสกัดคาเฟอินออก
Irish Coffee กาแฟหลังอาหารใส่เหล้าลงไปด้วย
Cocktails and Other Beverages (เครื่องดื่มผสมและเครื่องดื่มอื่นๆ)
Alexander อเล็กซานเดอร์
Cocktails เครื่องดื่มผสม
Black Russian แบลครัสเชียน
Dry Martini ดรายมาตินี่
Frozen Daiquiri โฟรสเซน ไดคิวรี่
Gimlet จิมเล็ต
Glasshopper กลาสฮอปเปอร์
Manhattan แมนฮัตตัน
Margarita มาการิตา
Pink Lady พิ้งเลดี้
Rusty Nail รัสตี้เนล
Americano อเมริกาโน
Gin Fizz ยินฟิสส์
Mai Thai ไหมไทย
Screw Driver สครูไดรเวอร์
Tom Collins ทอมคอลลินส์
Whisky Sour วิสกี้ซาว
Zombie ซอมบี้
Non-Alcoholic Drinks (เครื่องดื่มผสมแบบไม่มีแอลกอฮอลล์)
Fruit Punch ฟรุทพันท์(น้าผลไม้ผสม)
Shirley Temple น้าผลไม้ผสมโซดา
Four Season โฟร์ซีซัน
Tropical Cocktails (เครื่องดื่มผสมผลไม้พืนเมือง)
Mango Daiquiri แมงโกไดคิวรี่
Pina Colada พินาโคลาดา
Planters Punch พันท์ผลไม้ใส่เหล้ารัม
Singapore Sling สิงคโปร์สลิง
Tequila Sunrise เตอกีล่าซันไรส์
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Beer (เบียร์)
San Miguel ซานมิเกล
Super Lion ซูเปอร์ไลออน
NAB เอ็นเอบี
Carlsberg คาร์ลเบิร์ก
Heineken ไฮเนเก้น
Fosters ฟอสเตอร์
Red Horse เรดฮอร์ส
Corona โคโรนา
Budweiser บัดไวเซอร์
Grolsh กรอล์ช
Others (อื่นๆ)
Wine ไวน์(เหล้าองุ่น)
Hot Chocolate ชอคโกแลตร้อน
Milo/Ovaltine ไมโล/โอวัลติน
Ice น้าแข็ง
Water น้าธรรมดา
Iced Water น้าใส่น้าแข็ง
Hot Water น้าร้อน
ภาชนะ (Utensils)
Bread and butter plate จานขนมปัง และเนย
Butter dish จานวางเนย
Butter knife มีดเนย
Candlestick เชิงเทียน
Coffee pot กากาแฟ
Creamer เหยือกใส่ครีมหรือนม
Cup ถ้วยชาหรือถ้วยกาแฟ
Dinner plate จานรับประทานอาหาร
Dinner fork ส้อมรับประทานอาหาร
Knife มีด
Napkin ผ้าเช็ดปาก
Pitcher เหยือกน้า
Salad fork ส้อมสลัด
202
Salad plate จานสลัด

Salt and pepper shaker กระปุกเกลือและพริกไทย
Saucer จานรองถ้วย
Serving bowl ชามสาหรับเสริฟอาหาร
Serving cart รถเข็นสาหรับเสริฟอาหาร
Serving platter ถาดเสริฟอาหาร
Soup bowl ชามซุป
Soup spoon ช้อนซุป
Sugar bowl กระปุกใส่น้าตาล
Tablecloth ผ้าปูโต๊ะ
Teapot กาน้าชา
Tea spoon ช้อนชา
Water glass แก้วน้า
Wine glass แก้วไวน์
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Kitchen Vocabulary (ศัพท์แผนกครัว)

Fruits (ผลไม้)
Apple แอปเปิ้ล
Apricot แอพริคอท
Banana กล้วย
Blackberry แบล็คเบอรี่
Blueberry บลูเบอรี่
Cantaloupe แคนตาลูป
Cherry เชอรี่
Coconut มะพร้าว
Dragon’s eyes แก้วมังกร
Durian ทุเรียน
Fig ฟิก
Gooseberry มะยม
Grapefruit เกรปฟรุท
Grapes องุ่น
Guava ฝรั่ง
Honeydew melon แตงฮันนี่ดิว
Jujube พุทรา
Kiwi กีวี
Lemon มะนาวฝรั่ง
Lime มะนาวไทย
Lychee ลิ้นจี่
Mandarin ส้มแมนดาริน
Mango มะม่วง
Mangosteen มังคุด
Orange ส้ม
Papaya มะละกอ
Passion fruit เสาวรส
Peaches ลูกพีช
Pears ลูกแพร์
Pineapple สับปะรด
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Plum ลูกพลัม
Pomegranate ทับทิม
Pomelo ส้มโอ
Prunes ลูกพรุน
Rambutan เงาะ
Raspberry ราสเบอรี่
Red current เรดเคอเร้นท์
Sapodilla ละมุดฝรั่ง
Star fruit มะเฟือง
Strawberry สตรอเบอรี่
Water melon แตงโม
Vegetables (ผัก)
African eggplant มะเขือเปราะ
Asparagus หน่อไม้ฝรั่ง
Bitter gourd มะระ
Bamboo shoot หน่อไม้
Banana flower หัวปลี
Carrot แครอท
Cassava มันสาปะหลัง
Cauliflower กะหล่าดอก
Cabbage กะหล่าปลี
Cowpea ถั่วฝักยาว
Cucumber แตงกวา
Eggplant มะเขือ
Leek ต้นกระเทียม
Lettuce ผักกาดหอม
Lotus leaf/root ใบบัว/รากบัว
Mungbean ถั่วเขียว
Mushroom เห็ด
Olive มะกอก
Onion หอมหัวใหญ่
Peas ถั่ว
Pea sprouts ถั่วงอก
205
Pepper พริก
-sweet pepper พริกหยวก
-bell pepper พริกยักษ์
Potato มันฝรั่ง
Pumpkin ฟักทอง
Red beans ถั่วแดง
Red cabbage กะหล่าปลีม่วง
Rice bean/sweet pea ถั่วลันเตา
Sinkwa บวบ
Spinach ผักโขม
String bean ถั่วฝักยาว
Stink bean สะตอ
Sugar cane อ้อย
Sweet potato มันเทศ
Taro เผือก
Tomato มะเขือเทศ
Yam bean มันแกว
Nuts (ถั่วต่างๆ)
Almond เม็ดอัลมอน
Cashew nut เม็ดมะม่วงหิมพานต์
Peanut ถั่วลิสง
Walnut วอลนัท
Water Chestnut แห้ว
Pasta/Rice/Noodles (ก๋วยเตี๋ยว, ข้าวและเส้นพาสต้า)
Angle hair พาสต้าเส้นเล็ก
Cannelloni พาสต้าเส้นยาวแบบมีรู
Congee โจ้ก
Fettucine พาสต้าเส้นแบน
Lasagne พาสต้าทาเป็นชั้นๆ
Linguine พาสต้าเส้นแบนขนาดเล็ก
Noodles ก๋วยเตี๋ยว
-Crispy แบบกรอบ
-Egg Noodles บะหมี่
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-Flat Noodles เส้นใหญ่

Ravioli เกี๊ยวน้าอิตาลี
Rice ข้าว
-Fried rice ข้าวผัด
-Plain (steamed or boiled) ข้าวสวย (นึง่ หรือหุง)
-Wild rice ข้าวกล้อง
Spaghetti สปาเกตตี้
Tortellini เกี๊ยวอิตาลีรูปวงแหวน
Wonton เกี๊ยวไทยหรือจีน
Ingredients (เครื่องปรุงและส่วนประกอบของอาหาร)
Barley ข้าวบาร์เลย์
Bean curd เต้าหู้
Bean vermicelli วุ้นเส้นถั่วเขียว
Black bean ถั่วดา
Butter เนย
Capsicum พริกขี้หนู
Chilli พริกชี้ฟ้า
Coriander ผักชี
Corn flour แป้งข้าวโพด
Cream ครีม
Egg ไข่
Egg York ไข่แดง
Fish sauce น้าปลา
Flour แป้ง
Galingale ข่า
Garlic กระเทียม
Ginger ขิง
Milk นม
Oil น้ามัน
Parsley ผักชีฝรั่ง
Quail egg ไข่นกกระทา
Red bean ถั่วแดง
Salty egg ไข่เค็ม
207
Sesame งา
Shallot หอมแดง
Shrimp paste กะปิ
Sour cream ครีมเปรี้ยว
Sour plum บ๊วยดอง
Soya sauce ซอสถั่วเหลือง
Tabasco sauce ซอสพริกทาบาสโก
Tomato sauce ซอสถั่วเหลือง
Vinegar น้าส้มสายชู
Wasabi วาซาบิ(มัสตาร์ดญี่ปุ่น)
Worcester sauce ซอสเปรี้ยววูสเชสเตอร์
Preparation Methods (วิธีการเตรียมและประกอบอาหาร)
Bake อบ
Barbeque ปิ้ง/ย่าง
Baste พรมด้วยน้ามัน
Beat ทุบ/ตีให้ทั่ว
Blanch ลวก
Boil ต้ม
Braise ทาอาหารด้วยน้ามันและน้าเล็กน้อย
Chill แช่เย็น
Chop สับละเอียด
Cream ทาให้เป็นครีมข้นๆ
Crumb ชุบด้วยเกล็ดขนมปังป่น
Cube หัน่ เป็นสี่เหลี่ยมลูกเต๋า
Cut ตัดเป็นชิ้นๆ
Deep-fry ทอดในน้ามันท่วม
Dice หั่นเป็นสี่เหลี่ยมลูกเต๋าเล็กๆ
Double-boil ตุ๋น
Fillet แล่เป็นชิ้น (ส่วนใหญ่ใช้กับการแล่สเต็กปลา)
Flambe ทาให้อาหารติดไฟ
Garlic sauté เจียวกระเทียม
Garlic steam นึ่งกระเทียม
Garnish ตกแต่งอาหาร
208
Grate ขูดด้วยตะแกรงให้เป็นชิ้นเล็กๆ
Grille ย่าง
Heat ทาให้ร้อน
Hot pot หม้อร้อน
Julienne หั่นเป็นชิ้นบางๆ
Knead นวด เช่นนวดแป้ง
Marinate หมัก
Mash บดหรือขยี้ให้ละเอียด
Mince สับหรือบด
Mix ผสม
Pan-fry ทอดน้ามันน้อยๆบนกระทะแบน
Peel ปอกเปลือก
Poach ลวก
Puree กรองซุปหรือน้าแกงที่เคี่ยวจนข้น
Roast อบ หรือย่างตะแกรงในเตาอบ
Saute ผัดอย่างเร็ว
Season ปรุงรส
Shred ขูดเป็นเส้น
Simmer เคี่ยวให้ข้น
Slice หั่นบางๆ
Spice ปรุงรสด้วยเครื่องเทศ
Steam นึ่ง
Stew เคี่ยวไฟอ่อนๆ
Stir-fry ผัดรวมๆให้เข้ากัน
Stuff ยัดไส้
Whip ตีให้เป็นครีม
Whisk ตีด้วยลวดเช่นลวดตีไข่
209
American English and British English Glossary

American British Meaning
airplane aircraft เครื่องบิน
appetizer starter อาหารเรียกน้าย่อยจานแรกของมื้อ
baggage luggage กระเป๋าสัมภาระเดินทาง
bartender barman พนักงานผสมเครื่องดื่ม
bathroom/restroom toilet ห้องน้า ห้องส้วม
bellboy pageboy พนักงานขนสัมภาระ
bell captain hall porter หัวหน้าพนักงานขนสัมภาระ
bill note ธนบัตร
bill fold wallet กระเป๋าใส่ธนบัตร
broil grill ปิ้งหรือย่าง
bus coach รถยนต์โดยสาร
busy engaged ยุ่ง มีธุระ
collect call reverse-charged call โทรศัพท์เก็บเงินปลายทาง
can tin กระป๋อง
candy sweets ลูกกวาด
car rental car hire การเช่ารถ
check bill / cheque ใบเสร็จเก็บเงินค่าอาหาร
chips crisps มันฝรั่งแผ่นบางทอดกรอบ
clerk / desk clerk receptionist พนักงานต้อนรับ
closet cupboard / wardrobe ตู้ใส่ของ ตู้ใส่เสื้อผ้า
cloth-pin cloth-peg ไม้หนีบผ้า
coffee shop coffee bar ร้านขายกาแฟ, เครื่องดื่ม, อาหารว่าง
collect on delivery cash on delivery พัสดุเก็บเงินปลายทาง
comfort station public toilet ห้องน้าสาธารณะ
connect put through ต่อโทรศัพท์
cookie biscuit ขนมปังกรอบ
cornstarch corn flour แป้งข้าวโพด
coverall overalls ชุดเสื้อ-กางเกงไว้ใส่กันเปื้อน
diaper nappy ผ้าอ้อม
210

dolly trolley รถเข็นแบบมีล้อเลื่อน
downtown city centre บริเวณชุมชนเมือง, ใจกลางเมือง
drapes curtains ผ้าม่าน
drug store chemist ร้านขายยา
elevator lift ลิฟท์
fall autumn ฤดูใบไม้ร่วง
faucet tap ก๊อกน้า
fill out fill in กรอกข้อความ
first floor ground floor ชั้นล่างของอาคาร
freeway motorway ทางด่วนแต่ไม่เก็บเงิน
French fries chips มันฝรั่งแท่งทอดกรอบ
garbage / trash rubbish ขยะ
gas petrol น้ามันเชื้อเพลิง
highway main road ทางหลวง
information enquiry สอบถามข้อมูล
mail post การส่งทางไปรษณีย์
movie film ภาพยนตร์
movie theatre cinema โรงภาพยนตร์
one-way ticket single trip (ticket) บัตรโดยสารเที่ยวเดียว
overpass flyover สะพานข้ามถนน
pants trousers กางเกงขายาว
pocket purse กระเป๋าใส่เศษสตางค์
railroad railway ทางรถไฟ
rare underdone สุกๆดิบๆ
saloons pubs ร้านขายเหล้า
sanitary napkin sanitary towel ผ้าอนามัย
second floor first floor ชั้นสองของอาคาร
sidewalk pavement ทางเดินเท้า
sink wash basin อ่างล้างมือ หรือล้างหน้า
store shop ร้านค้า
streetcar tram รถราง
subway underground รถไฟใต้ดิน
211

take-out take-away ซื้ออาหารไปรับประทานนอกร้าน
train station railway station สถานีรถไฟ
round trip(ticket) return (ticket) บัตรโดยสารไป-กลับ
zip code post code รหัสไปรษณีย์
212
Alphabet
Telephone Alphabet widely used in Thailand
A = Able
B = Baker
C = Charlie
D = Dog
E = Easy
F = Fox
G = George
H = How
I = Item
J = Jimmy
K = King
L = Love
M = Mike
N = Nancy
O = Oboe
P = Peter
Q = Queen
R = Roger
S = Sugar
T = Tare
U = Uncle
V = Victor
W = William
X = X-ray
Y = Yolk
Z = Zebra
Example: Ulla = Uncle/Love/Love/Able Or Uncle/Double Love/Able
Manes = Mike/Able/Nancy/Easy/Sugar
213
Questions
Form and Usage
Yes – No Questions and Short Answers
Do I/you/we/they have tickets? Yes, I/you/we/they do.
No, I/you/we/they don’t.
Does he/she/it has a ticket? Yes, he/she/it does.
No, he/she/it doesn’t.
Did I/you/we/they/he/she/it have a nice vacation? Yes, I/you/we/they/he/she/it did.
No, I/you/we/they/he/she/it didn’t.
There are more verbs used to start the yes – no questions: is, am, are, was, were, can, could, may,
shall, should, will, would. For example;
Is she a teacher? Yes, she is. No, she isn’t.
Am I late for the class? Yes, you are. No, you aren’t.
Are they from Spain? Yes, they are. No, they aren’t.
Was he here last night? Yes, he was. No, he wasn’t.
Were you there yesterday? Yes, we were. No, we weren’t.
Can you tell me about the hotel? Yes, I can. No, I can’t.
Could you tell me your reason? Yes, I could. No, I couldn’t.
May I have some drink? Yes, of course. No, I am sorry. We are closed.
Shall I go with you? Yes, please. No, you shan’t.
Should she stay longer? Yes, she should. No, she shouldn’t.
Will they come to the party? Yes, they will. No, they won’t.
Would you like some coffee? Yes, please. No, thank you.
Questions with Question Words
What Where When Why

Who Whose Which How
What do you do? I’m a chambermaid.

Where do you work? I work at Sandy Beach Hotel.
When is your birthday? My birthday is May 7, 1973.
214
Why do you study English? I need it for my job.

Who is your best friend? It is Anna.
Whose is this car? Mr. Smith is./ It belongs to Mr. Smith.
Which colors do you like? I like pink.
How much is this shirt? It’s 150 baht.
How many children do you have? I have two, a boy and a girl.
How big is your hotel? It has 200 guest rooms.
215
Tenses
The Simple Present Tense: ใช้ระบุเหตุการณ์ที่เป็นความจริง เป็นปกติวิสัย
- I clean a bathroom everyday.
- He works in the kitchen.
- Hua Hin is a small city on the gulf of Thailand.
The Present Continuous Tense: ใช้ระบุเหตุการณ์ที่กาลังเกิดขึ้นในขณะนั้น
- We are going back home.
- They are singing songs in the function room.
- The sun is rising. It’s a beautiful time.
The Present Perfect Tense: ใช้กับเหตุการณ์ที่เกิดขึ้นต่อเนื่องจากอดีตถึงปัจจุบัน
- We have done our job for today.
- I have finished my work in a kitchen.
- The guests have just arrived the hotel.
The Simple Past Tense: ใช้กับเหตุการณ์ที่เกิดขึ้นในอดีตและจบลงแล้ว
- The plane arrived on time.
- I met here at the airport yesterday.
- We were at the party last night.
The Past Continuous Tense: ใช้กับเหตุการณ์ที่กาลังเกิดขึ้นในอดีตและมีอีกเหตุการณ์หนึ่งเกิด
แทรกขึ้นมา
- Children were playing when their parents arrived home.
- She broke her leg while she was playing ice-skate.
- He was watching television when I called last night.
The Past Perfect Tense: ใช้กับเหตุการณ์ที่เกิดขึ้นต่อเนื่องในอดีตและจบลงแล้ว
- He had left when I came in.
- The guests had finished their meal when the show started.
- We had done all the job when the supervisor passed through.
The Simple Future Tense: ใช้กับเหตุการณ์ที่จะเกิดขึ้นในอนาคต
- We will be there on time.
- My supervisor will not allow any one to disturb the guests.
- I am going to clean up the next floor.
The Future Continuous Tense: ใช้กับเหตุการณ์ที่จะเกิดขึ้นในอนาคตตามเวลาที่ระบุ
- We will be waiting for you at 3 p.m. at the airport.
216
- They will be coming here this evening.

- The guests will be having dinner at 7 p.m. tonight, when we are going to prepare the
show for them.
The Future Perfect Tense: ใช้กับเหตุการณ์ที่คาดว่าจะเสร็จสิ้นในอนาคตตามเวลาที่กาหนด
- By the end of this year, I will have worked here for 10 years.
- By doing so, you will have saved a lot of money.
- He will have finished his report by tomorrow.
217
Irregular Verbs
Base form Simple Past Past Participle Meaning
Be was/were been เป็น อยู่ คือ
Beat beat beaten ตี
Become became become กลายเป็น
Bend bent bent โค้ง/งอ
Break broke broken หัก/แตก
Buy bought bought ซื้อ
Cast cast cast ทิ้ง/ขว้าง
Choose chose chosen เลือก
Come came come มา
Cut cut cut ตัด
Do did done ทา
Draw drew drawn วาด
Drink drank drunk ดื่ม
Drive drove driven ขับรถ
Eat ate eaten กิน
Fight fought fought ต่อสู้
Find found found ค้นหา/พบ
Fit fit fit พอดี/เหมาะสม
Fly flew flown บิน
Get got gotten/got ได้รับ
Give gave given ให้
Go went gone ไป
Hang hung hung แขวน
Have had had มี
Hide hid hidden ซ่อน
Hold held hold ถือ/จับ
Hurt hurt hurt เจ็บปวด
Keep kept kept เก็บ/รักษา
Know knew known รู้
Lay laid laid วางลง/นอนลง
Lead led led นาทาง
218

Leave left left ละทิ้ง
Lend lent lent ให้ยืม
Lose lost lost สูญเสีย/หาย
Make made made ทา
Meet met met พบ/เจอ
Pay paid paid จ่าย
Put put put วาง
Quit quit quit ละเว้น/ออกจาก
Read read read อ่าน
Ride rode ridden ขี่
Ring rang rung สั่นกระดิ่ง
Rise rose risen ขึ้น/ยกขึ้น
Run ran run วิง่
Say said said พูด/กล่าว
See saw seen เห็น
Sell sold sold ขาย
Send sent sent ส่ง
Shoot shot shot ยิง
Show showed showed/shown แสดง
Sing sang sung ร้องเพลง
Sleep slept slept นอนหลับ
Speak spoke spoken พูด/สนทนา
Spend spent spent ใช้(เวลา,เงิน)
Stand stood stood ยืน
Steal stole stolen ลักขโมย
Sweep swept swept กวาด
Swim swam swum ว่ายน้า
Take took taken รับมา/นามา
Tell told told บอก/เล่า
Think thought thought คิด
Throw threw thrown โยน/ขว้าง
Understand understood understood เข้าใจ
219

Unwind unwound unwound ผ่อนคลาย
Upset upset upset ขุ่นเคือง/สับสน
Wake woke woken ตื่น
Wear wore worn สวมใส่
Win won won ชนะ
Write wrote written เขียน
220
Bibliography
สุโขทัยธรรมาธิราช, มหาวิทยาลัย. เอกสารการสอนชุดวิชา ภาษาอังกฤษพื้นฐาน หน่วยที่ 1-7.
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www.hoteleasy.com
www.hotels.com
www.hotelsthailand.com
www.opentravel.org/complextype/HotelType.htm
www.spafinder.com

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ภาษาอังกฤษเพื่อธุรกิจโรงแรม

English for Hotel Business

Show guests you care

If the guest greets you first

Giving items to guests

I’m very grateful to you.

Module 1: About the hotel

These are some useful adjectives…

Officer : I see. And do you want to stay in a hotel or a bungalow?

Activity 1: Answer the questions.

Types of accommodation for today travelers

Yell Youth hostel Vik Youth Hostel

 A hotel is generally the largest of all accommodation types.

 A spread out collection of single or double story accommodation units.

(Taken from: www.opentravel.org/.../ complextype/HotelType.htm)

Adamson, Donald. International Hotel English. Cambridge: Prentice Hall, 1989.

Fitzpatrick meeting room snooker in Sharjah Grand Beida Playground

Casa-eternidad court Redmond Oregon Course Riad Noga’s Pool

All in Thailand Maui Beach Guide Venere

These are some useful words…

Activity 1: Answer the questions.

Sala Thai Hotel

Activity 3: Answer the following questions

Saigon Morin Hotel Khao Lak Hotel Keihan Hotel, Kyoto

www.hotelshool.com http://ncb.intnet.com www.bangkok-hotelpro.com

www.kegx.com www.virginmedia.com http://tradeget.com

The following chart contains some useful words:

Resident Manager Restaurant Manager Kitchen Chief Head Cashier Housekeeper

Tsuya : Yes. I like it here very much the hotel is so comfortable.

Adamson, Donald. International Hotel English. Cambridge: Prentice Hall, 1989.

Thanya Beach The Belamar Golf Course Surfing-Indonesia

Beida Playground Tennis court in Utah College

Sales : Yes, of course. We have a large, medium and small room

1. Suggestion and Recommendation

Has she got her breakfast voucher? Yes, she has.

Conference room Layana Resort, Krabi www.civilization.ca

Operator : Certainly. I will connect you to Mr. David our marketing

Operator : Just a moment, please. I will put you through to Marketing.

Hua Hin Beach Hua Hin Rail Station

Activity 4: Use the above information.

Adamson, Donald. International Hotel English. Cambridge: Prentice Hall, 1989.

Module 2: English for Front Office

www.blakeinvestigations.com www.geocities.com www.mbhospitality.org

Activity 1: What would you say when…

- The phone is ringing for you.

Activity 2: Practice to writing message from the telephone conversation

Form of telephone message

Message for: ………………………… Room No: ……………………………

Caller : My name is Pate. P-A-T-E

Operator : What is the number, Madam?

Activity 4: What do these words mean?

อนุพันธ์ กิจพันธ์พานิช. ภาษาอังกฤษในงานโรงแรม(Hotel English for Thais) พิมพ์ครั้งที่ 2.

Activity 1: Answer the questions.

What about tax and service?

Caller : 37 Wireless Road, London WA9

Activity 2: Answer the following questions.

Could you give me your address?

2. A sentence which can be spoken in the ‘direct’ or ‘indirect’ voice.

Activity 3: Practice changing the following direct to indirect.

6. We do not serve breakfast until 7.00 o’clock.

อนุพันธ์ กิจพันธ์พานิช. ภาษาอังกฤษในงานโรงแรม(Hotel English for Thais) พิมพ์ครั้งที่ 2.

Activity 1: Answer the questions.

Checking in and registration at hotels.

Beverage coffee iced-coffee tea iced-tea

Dessert ice cream French pastry __ fresh fruit